Leading Japanese BPO uses NICE Enlighten AI for smart quality management and improved customer service

NICE Enlighten enables effective targeted behavioral coaching for CSAT enhancements and massive productivity gains

HOBOKEN, NJ, November 24, 2021– (BUSINESS WIRE) –NICE (Nasdaq: NICE) announced today that NTT Marketing ACT, one of the largest outsourcing of business processes (BPO) in Japan, has selected NICE Nexidia and Enlighten to automate the majority of its quality management processes. This decision will make NICE Enlighten one of the first artificial intelligence (AI) frameworks ever implemented in Japan to automatically assess the impact of contact center agents’ customer satisfaction behavior (CSAT). The rollout enables NTT Marketing ACT to address linguistic differences by leveraging the benefits of an agnostic phonetic platform, the first in the region.

The Japanese Enlighten behavior models are packaged as the first Japanese standard CSAT models that NTT Marketing ACT will use to automate two-thirds of its interaction quality assessments on behalf of 200 current BPO customers. The company will further excel in the BPO market by offering new customers sophisticated analysis and quality management (QM) services enabled by NICE solutions. By strategically pairing NICE’s analytics capabilities with NTT Marketing ACT’s operational experience, companies equip agents with the tools they need to deliver better customer experiences.

NICE Enlighten provides real-time and forward-looking insight into agent behavior as it draws on custom-built, self-learning AI and the largest syndicated interaction dataset. NICE Nexidia focuses on customer behavior using sentiment analysis, travel sequencing technology and predictable call routing for each interaction. These solutions are gathered in NICE Quality Central with its fast, user-friendly interactivity and customized centralized administration.

These characteristics proved to be key factors in gaining access to Japanese agent behavior, as subtle movements and small actions within a call are assessed collectively. NTT Marketing ACT previously tested various analytics solutions, but struggled to capture agent behavior let alone incorporate analytics into QM operations. NTT Marketing ACT chose the NICE offering because of the combined capabilities of “phonetic indexing”, “sentiment” and “automatic speech recognition” technology within a single platform enabling an end-to-end quality management cycle. The company will use the NICE Nexidia and Enlighten platform as a launching point for their new “One Contact Quality Management” BPO service that demonstrates how NICE solutions enable digital transformation.

Mr.Takehisa Furuya, NTT Marketing Act, Head of Management:
“With NICE Nexidia & Enlighten, the quality and productivity of the contact center will be maintained and improved, and the operation of the entire contact center will be optimized. Together with NICE, we will realize a co-creative contact center operation that not only pursues KPIs, but also actively proposes a new KPI method. “

Darren Rushworth, President, NICE APAC:
“An agent’s ability to connect with customers in a service channel is critical to providing better overall customer experiences. Our partnership with NTT MA has resulted in a new set of unique AI-based models to evaluate agents’ specific behaviors to help them “This is the first for Japan and will definitely help NTT Marketing ACT stand out in the market.”

About NICE
With NICE (Nasdaq: NICE), creating exceptional customer experiences while meeting key business metrics has never been easier for organizations of all sizes across the globe. With the world’s # 1 cloud-native customer experience platform, CXone, NICE is a worldwide leader in AI-driven self-service and agent-assisted CX software for the Contact Center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and lift – every customer interaction. www.nice.com

Trademark notice: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other trademarks are the trademarks of their respective owners. For a complete list of NICE brands, please see: www.nice.com/nice-trademarks.

Forward-looking statements
This press release contains forward-looking statements, as this term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including statements by Mr. Rushworth, is based on management’s current beliefs, expectations and assumptions. by NICE Ltd. (“The Company”). In some cases, such forward-looking statements can be identified by terms such as “believe”, “expect”, “seek”, “can”, “will”, “intend”, “should”, “projects”, “anticipate”, “” plan “,” estimates “or similar words. Forward-looking statements are subject to a number of risks and uncertainties that may cause the Company’s actual results or performance to differ materially from those described herein, including, but not limited to, the impact of changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the company’s growth strategy; success and growth of the company’s cloud software-as-a-service business; changes in technology and market requirements; decline in the demand for the company’s products; the inability to develop and introduce new technologies, products and applications in a timely manner; difficulties or delays in absorbing and integrating acquired operations, products, technologies and pe; rsonale; loss of market share; inability to maintain certain marketing and distribution schemes; the Company’s reliance on third party cloud computing platform providers, hosting facilities and service partners, cyber security attacks or other security breaches against the company; the impact of newly adopted or amended laws, regulations or standards on the Company and our products and various other factors and uncertainties discussed in our applications to the US Securities and Exchange Commission (“SEC”). For a more detailed description of the risk factors and uncertainties affecting the Company, please refer to the Company’s reports submitted to the SEC from time to time, including the Company’s annual report on Form 20-F. The forward-looking statements contained in this press release have been made on the date of this press release and the Company assumes no obligation to update or revise them except as required by law.

See the source version at businesswire.com: https://www.businesswire.com/news/home/20211124005896/en/

Contact persons

The company’s media contact
Christopher Irwin-Dudek, +1 201 561 4442, ET, chris.irwin-dudek@nice.com

Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com

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