April 8, 2025
NICE
The convergence of CXone’s interaction-centric platform and Enlighten’s purpose-built artificial intelligence (AI) for CX, drives AI-powered interactions and a positive customer experience
September 5, 2024 – NICE (Nasdaq: NICE) has announced that NICE Enlighten Copilot was named a winner in the 2024 BIG Innovation Awards for Artificial Intelligence Excellence presented by the Business Intelligence Group. The award for Artificial Intelligence Excellence recognises organisations and individuals driving innovation and bringing new ideas and experiences to life across a multitude of fields. This business awards program aims to identify organisations, products, and people who bring Artificial Intelligence to life and apply it to solve real problems. NICE’s Enlighten Copilot assists agents by using Generative AI combined with purpose-built AI for customer experience (CX) to generate personalised guidance tailored for every interaction.
Designed to enhance the performance of agents in the contact centre, NICE Enlighten Copilot is a unique AI solution that maximises the potential of skilled labour while minimising costs, enabling efficient work with a significant reduction in repetitive tasks and quicker access to knowledge. Enlighten Copilot offers advanced capabilities that facilitate more efficient work with conversational knowledge, on-demand guidance, and task automation.
This “by-their-side” conversational AI experience is an empowerment multiplier that produces accurate, informed, and brand-specific conversational responses, leaving agents with fewer repetitive tasks and faster access to knowledge and answers. Supervisors can provide smarter guided interactions and AI-driven coaching to improve agent and consumer experiences.
Barry Cooper, president, NICE Workforce and Customer Experience Group, said “NICE empowers contact centre agents and their customer interactions with the power of AI and augmented intelligence.
“The rich convergence of CXone’s interaction-centric platform, our best-of-breed solutions and Enlighten’s purpose-built AI for CX, supercharges employees and drives AI-powered interactions to deliver significantly improved customer experience.”
Maria Jimenez, chief nominations officer for Business Intelligence Group, said “Artificial Intelligence is now playing a more important role in our lives.”
“We are so proud that such an incredible group of companies won this year’s program. Congratulations to all the creativity and hard work of every employee involved.”
Organisations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
About The Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognising true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organisation’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
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