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How Gen AI is Transforming Quality Management | NICE
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class="blog-article"><!--$--><!--$--><!--/$--><!--/$--><div class="blog-article-header"><img alt="How Gen AI is transforming quality management—Yes, even for moms like me" loading="lazy" width="1200" height="628" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fhow-gen-ai-is-transforming-quality-management-yes-even-for-moms-like-me.jpg&w=1200&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fhow-gen-ai-is-transforming-quality-management-yes-even-for-moms-like-me.jpg&w=3840&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fhow-gen-ai-is-transforming-quality-management-yes-even-for-moms-like-me.jpg&w=3840&q=80"/><h1>How Gen AI is transforming quality management—Yes, even for moms like me</h1></div><div class="blog-article-subhead"><img alt="" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=256&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=640&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=640&q=80"/><div><span>by<!-- --> </span><a aria-label="Author Yael Stanger Sonsino - open in same tab" href="/blog/author/yael-stanger-sonsino">Yael Stanger Sonsino</a></div><div>November 21, 2024</div></div><div class="blog-article-content"><!--$--><!--$--><div class="social-share-links sticky"><div class="links-wrapper"><span class="text-center hidden md:block">Share</span><ul><li class="share-link"><a 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href="mailto:?body=How%20Gen%20AI%20is%20transforming%20quality%20management%E2%80%94Yes%2C%20even%20for%20moms%20like%20me%0A%0Ahttps%3A%2F%2Fwww.nice.com%2Fblog%2Fhow-gen-ai-is-transforming-quality-management-yes-even-for-moms-like-me" rel="noopener noreferrer" title="Share via email" target="_blank" aria-label="Share via email - open in a new tab"><svg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 512 512'><path d='M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7 .3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2 .4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z'></path></svg></a></li></ul></div></div><!--/$--><!--/$--><!--$--><p class=""><html><head></head><body>I got on a call with customer service the other day while simultaneously juggling life as all moms do. I was hoping to just have a quick conversation and resolve a simple issue, but the discussion dragged on. The agent sounded tired and overworked. Our talk went in circles, and I ended up having to repeat myself multiple times. Frustrating, right? Of course, as an industry insider, I know that call could have gone very differently. What if it had been clean and quick? What if the agent, backed up by AI, had all the insights and context needed to resolve my issue seamlessly? I would have been a much <a href="/blog/4-insights-into-customer-happiness-how-making-them-smile-makes-companies-smile" rel="" class="nice-link" target="_self" aria-label="happier customer, - open in same tab">happier customer,</a> that’s for sure. As a mother of two, I live for efficiency, which is exactly what Gen AI brings to customer service, while transforming <a href="/products/quality-management" rel="" class="nice-link" target="_self" aria-label="quality management - open in same tab">quality management</a> (QM) along the way.</p><!--/$--><!--$--><p class=""><html><head></head><body>Whether we realize it or not, gen AI is changing the game not just for our businesses, but for you and me as consumers.</body></html></p><!--/$--><!--$--><h2 class=" " id="">Behind the scenes with every call</h2><!--/$--><!--$--><p class=""><html><head></head><body>Think about all the customer service interactions you’ve had recently. Maybe a quick chat with an online representative or a long phone call about a billing issue. True, behind each of these interactions, there was a team dedicated to ensuring quality. But the reality is, traditional quality management processes only scratch the surface. They often review a tiny sample of interactions, missing key moments that could either make or break the <a href="/blog/understanding-the-role-of-generative-ai-in-modernizing-customer-experience" rel="" class="nice-link" target="_self" aria-label="customer experience - open in same tab">customer experience</a>.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Enter gen AI.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Imagine a system that doesn’t just rely on those insufficient manual evaluations but can analyze 100% of interactions in real time. Suddenly, the tired, overworked agent you spoke with earlier has a coach by their side—in the form of AI, flagging issues, highlighting customer sentiment, and providing feedback all in the moment. It’s like giving every agent a personalized guide that helps them do their job better, faster, and more effectively.</body></html></p><!--/$--><!--$--><h2 class=" " id="">What gen AI brings to the QM table</h2><!--/$--><!--$--><p class=""><html><head></head><body>Gen AI completely transforms the process of evaluating, analyzing, and coaching in quality management.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Instead of the supervisor evaluating performance by generating and filling in forms, evaluation is automatically generated. This ensures consistency and an important awareness of context in the evaluations.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Rather than the supervisor analyzing trends, tracking KPIs, and collecting insights for coaching from a limited, often misleading pool of information that lacks full context, they determine next steps based on holistic insights from the evaluation. These insights come in the form of concise summaries with key highlights that streamline decision-making for agent growth.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>And coaching sessions that previously required a lot of preparation time from the supervisor and depended on various moving factors for their success are now replaced by coaching that is automated and personalized. With roleplay simulations in a risk-free environment, agents are truly set up for success.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>The results of these shifts with gen AI mean that supervisors have around 30% more time on their hands to focus on coaching, empowered agents do their job better (and feel better about that job so they are more likely to stay with it), and the quality team is sharper and more impactful than ever. The ripples of all this cannot be underestimated in terms of developing a culture of ever-better CX.</body></html></p><!--/$--><!--$--><h2 class=" " id="">Bettering customer experience</h2><!--/$--><!--$--><p class=""><html><head></head><body>Gen AI doesn’t just benefit the agents or the company in our field—it benefits us as consumers. When I’m on that call trying to resolve an issue quickly while also dealing with kids, I certainly don’t want to repeat myself, explain things over and over, or feel like I’m not being understood. With AI analyzing every interaction, these pain points are minimized. The AI detects frustration, adjusts the agent’s approach, and ensures that conversations are more productive.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Just like keeping track of my kids' playdates, school events, and endless to-do lists scribbled on the fridge, gen AI helps businesses stay organized and efficient. It captures every detail, so nothing slips through the cracks—making things run smoother for everyone.</body></html></p><!--/$--><!--$--><h2 class=" " id="">Automation meets the human touch</h2><!--/$--><!--$--><p class=""><html><head></head><body>Any mom knows that there is not a gadget in the world that can fully replace the depth and quality of a real, live person’s attention. Same here. Gen AI is the perfect blend of automation and personalization. It analyzes the conversation in real time, detects patterns, and gives agents immediate feedback. But it doesn’t seek to replace the human element—rather, it enhances it. Supervisors still play a crucial role in coaching agents, yet instead of spending hours reviewing calls, they can now focus on providing meaningful, personalized feedback based on AI-driven insights.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>For instance, if an agent is struggling with handling tough customer interactions, gen AI doesn’t just flag it as a problem—it offers solutions. It can suggest coaching, highlight areas for improvement, and even simulate coaching sessions using AI. According to recent <a href="https://hub.frost.com/agent-success-with-ai/" rel="" class="nice-link" target="_blank" aria-label="Frost & Sullivan research - open in new tab">Frost & Sullivan research</a>, not only does gen AI-driven coaching provide “significant cost saving over traditional human-assisted call coaching” it also means “more consistent agent coaching… and less friction than human-to-human coaching.” This kind of focused feedback helps agents perform better, and ultimately, it makes our experiences as customers smoother.</body></html></p><!--/$--><!--$--><h2 class=" " id="">Why it matters to you</h2><!--/$--><!--$--><p class=""><html><head></head><body>At the end of the day, we all want consistency. We expect it in our industry as well as in our personal experiences. As a mom, I rely on consistency to keep things running smoothly on the home front. And I require the same as a customer. Gen AI in Quality Management ensures that I get the same level of service every time I call. It eliminates the frustration of inconsistent customer service and replaces it with efficient, personalized interactions.</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Gen AI is making everything easier in our industry—and for us, as customers, too. So, next time you find yourself enjoying customer service at its best – the kind you want to see from your own agents – remember, very likely gen AI is the invisible helper ensuring your issue gets resolved quickly and smoothly. Perhaps it’s even being done powered by our own CXone Mpower Quality Management—which has everything that is needed!</body></html></p><!--/$--><!--$--><p class=""><html><head></head><body>Want to learn more about gen AI and <a rel="" href="/products/quality-management" target="_self" class="nice-link" aria-label="CXone Mpower Quality Management - open in same tab">CXone Mpower Quality Management</a> with NICE? As market leaders in QM space, we are always identifying trends and creating the features that meet your needs. <a rel="" href="/lp/watch-demo" target="_self" class="nice-link" aria-label="Watch a demo - open in same tab">Watch a demo</a>.</body></html></p><!--/$--></div><div class="blog-article-footer"><div class="author-bio"><div class="bio-image"><img alt="" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=256&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=640&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F02%2Fyael-stanger-sonsino.jpg&w=640&q=80"/></div><div class="bio-info"><p class="label">About the Author</p><p class="name">Yael Stanger Sonsino</p><p class="description"> Creative thinker, Yael has over eight years of proven experience in developing marketing plans and campaigns that drive real growth. Prior to joining NICE, she worked at Philips where she started out as a marketing assistant. Her strong project management, multitasking, and decision-making skills enabled her to quickly progress to the role of senior marketing manager, responsible for leading, planning, and executing all marketing activities for the entire personal health product line. </p><a class="blue-arrow-link" aria-label="See All Blogs Yael Stanger Sonsino" href="/blog/author/yael-stanger-sonsino">See All Blogs</a></div></div></div></article></section><aside class="w-full desktop:w-1/4 desktop:pl-[50px]"><div class="social-block mb-5 rounded-xl bg-grayE6 px-[25px] pb-[15px] pt-[25px]"><!--$--><!--$--><!--/$--><!--/$--><h2 class="mt-0">Follow Us</h2><p>Follow us to get the latest news from your preferred Social Network</p><div class="social-links"><a href="https://www.linkedin.com/company/nice-systems/" rel="noopener noreferrer" title="LinkedIn" target="_blank" aria-label="linkedin - open in a new tab"><img alt="linkedin" loading="lazy" width="45" height="45" decoding="async" data-nimg="1" 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max-w-[1170px] px-[30px] tablet:px-[50px] desktop:px-[15px]"><h2>More from the <strong>blog</strong></h2><div class="featured-cards-wrapper"><a class="featured-card card-blue" aria-label="How NICE Interaction Analytics drives deeper patient insights - open in same tab" href="/blog/how-nice-interaction-analytics-drives-deeper-patient-insights"><div><img alt="How NICE Interaction Analytics drives deeper patient insights" loading="lazy" width="1200" height="628" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F10%2FHow-NICE-Interaction-Analytics-drives-deeper-patient-insights.jpg&w=1200&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F10%2FHow-NICE-Interaction-Analytics-drives-deeper-patient-insights.jpg&w=3840&q=80 2x" 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class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/clubs"><p class="header-nav-item-title">User Communities</p><p class="header-nav-item-description">Collaborate, learn, and share best practices for customer service excellence</p></a></li></ul></div></div><script>$RC("B:e","S:e")</script><div hidden id="S:19"><div><p class="header-nav-inner-col-title">Professional Services</p><ul><li><a href="/services/professional-services"><p class="header-nav-item-title">Professional Services</p><p class="header-nav-item-description">Industry-leading expertise, tools and know-how</p></a></li><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">Implementation Partners</p><p class="header-nav-item-description">NICE-certified implementation partners</p></a></li><li><a href="/services/business-consulting"><p class="header-nav-item-title">Business Consulting</p><p class="header-nav-item-description">Your partner for successful transformation</p></a></li></ul></div></div><script>$RC("B:19","S:19")</script><div hidden id="S:1a"><div><p class="header-nav-inner-col-title">Training</p><ul><li><a href="/resources/call-center-training"><p class="header-nav-item-title">Self-Led Training</p><p class="header-nav-item-description">Professionally developed training courses</p></a></li><li><a href="/services/training-and-education"><p class="header-nav-item-title">Contact Center Training</p><p class="header-nav-item-description">Tailored education delivered by CX experts</p></a></li></ul></div></div><script>$RC("B:1a","S:1a")</script><div hidden id="S:1b"><div><p class="header-nav-inner-col-title">Support & Assistance</p><ul><li><a href="/services/customer-support"><p class="header-nav-item-title">Customer Support</p><p class="header-nav-item-description">Global support you can depend on</p></a></li></ul></div></div><script>$RC("B:1b","S:1b")</script><div hidden id="S:1c"><div><p class="header-nav-inner-col-title">Knowledge Base</p><ul><li><a href="/resources"><p class="header-nav-item-title">All Resources</p><p class="header-nav-item-description">Whitepapers, datasheets, demos and more</p></a></li><li><a href="/resources/analyst-perspectives"><p class="header-nav-item-title">Analyst Perspectives</p><p class="header-nav-item-description">Contact center reports from third party analysis</p></a></li><li><a href="/glossary"><p class="header-nav-item-title">Terms Glossary</p><p class="header-nav-item-description">Detailed descriptions of industry-related terms</p></a></li><li><a href="/faq"><p class="header-nav-item-title">FAQs</p><p class="header-nav-item-description">Contact center focused frequently asked questions</p></a></li><li><a href="/info"><p class="header-nav-item-title">Guides</p><p class="header-nav-item-description">Expert insights for superior CX</p></a></li></ul></div></div><script>$RC("B:1c","S:1c")</script><div hidden id="S:1d"><div><p class="header-nav-inner-col-title">Learning & Insights</p><ul><li><a href="/on-demand-webinars"><p class="header-nav-item-title">On-Demand Webinars</p><p class="header-nav-item-description">Browse our extensive webinar catalog</p></a></li><li><a href="/interactive-product-tours"><p class="header-nav-item-title">Interactive Product Tours</p><p class="header-nav-item-description">Explore the complete platform with our self-guided demos</p></a></li><li><a href="/blog"><p class="header-nav-item-title">Blog</p><p class="header-nav-item-description">CX industry guidance by contact center experts</p></a></li><li><a href="/resources/why-nice-the-room-where-it-happened-video-series"><p class="header-nav-item-title">Why NICE? Video Series</p><p class="header-nav-item-description">Step Inside The Room Where It Happened to see CX AI in action</p></a></li></ul></div></div><script>$RC("B:1d","S:1d")</script><div hidden id="S:1e"><div><p class="header-nav-inner-col-title">Community</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/customer-stories"><p class="header-nav-item-title">Customer Stories</p><p class="header-nav-item-description">Our customer's success is paramount. Read case studies about real CX transformation</p></a></li><li><a href="/clubs"><p class="header-nav-item-title">NICE Clubs</p><p class="header-nav-item-description">Collaborate, learn, and share best practices for customer service excellence</p></a></li></ul></div></div><script>$RC("B:1e","S:1e")</script><div hidden id="S:1f"><div><p class="header-nav-inner-col-title">Company</p><ul><li><a href="/company/about-us"><p class="header-nav-item-title">About Us</p><p class="header-nav-item-description">Powering seamless cloud experiences</p></a></li><li><a href="/company/investors"><p class="header-nav-item-title">Investors</p><p class="header-nav-item-description">Investors relations, reports and filings</p></a></li><li><a href="/company/global-locations"><p class="header-nav-item-title">Global Offices</p><p class="header-nav-item-description">Interactive map of locations worldwide</p></a></li><li><a href="/careers"><p class="header-nav-item-title">Careers</p><p class="header-nav-item-description">View job openings and learn about our culture</p></a></li><li><a href="/company/market-leadership"><p class="header-nav-item-title">NICE Leadership</p><p class="header-nav-item-description">Meet our global leadership and executive team</p></a></li></ul></div></div><script>$RC("B:1f","S:1f")</script><div hidden id="S:20"><div><p class="header-nav-inner-col-title">News & Media</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/press-releases"><p class="header-nav-item-title">Press Releases</p><p class="header-nav-item-description">Find the latest updates from NICE</p></a></li><li><a href="/company/media-center"><p class="header-nav-item-title">Media Center</p><p class="header-nav-item-description">Media contacts and resources</p></a></li></ul></div></div><script>$RC("B:20","S:20")</script><div hidden id="S:21"><div><p class="header-nav-inner-col-title">Corporate Governance</p><ul><li><a href="/company/trust-center"><p class="header-nav-item-title">NICE Trust Center</p><p class="header-nav-item-description">Securing your trust with every interaction</p></a></li><li><a href="/company/market-leadership"><p class="header-nav-item-title">Market Leadership</p><p class="header-nav-item-description">Discover why NICE is the market leader</p></a></li><li><a href="/company/corporate-responsibility"><p class="header-nav-item-title">Corporate Responsibility</p><p class="header-nav-item-description">In a world where you can be anything, be NICE</p></a></li></ul></div></div><script>$RC("B:21","S:21")</script><div hidden id="S:f"><li class="active"><p class="header-nav-item-title arrowed">AI for Customer Experience</p><!--$?--><template id="B:22"></template><!--/$--></li></div><script>$RC("B:f","S:f")</script><div hidden id="S:10"><li class=""><p class="header-nav-item-title arrowed">Digital & Self Service</p><!--$?--><template id="B:23"></template><!--/$--></li></div><script>$RC("B:10","S:10")</script><div hidden id="S:11"><li class=""><p class="header-nav-item-title arrowed">Journey Orchestration & Routing</p><!--$?--><template id="B:24"></template><!--/$--></li></div><script>$RC("B:11","S:11")</script><div hidden id="S:12"><li class=""><p class="header-nav-item-title arrowed">Workforce Engagement & Management</p><!--$?--><template id="B:25"></template><!--/$--></li></div><script>$RC("B:12","S:12")</script><div hidden id="S:13"><li class=""><p class="header-nav-item-title arrowed">CX Analytics</p><!--$?--><template id="B:26"></template><!--/$--></li></div><script>$RC("B:13","S:13")</script><div hidden id="S:14"><li class=""><p class="header-nav-item-title arrowed">Agent Assist</p><!--$?--><template id="B:27"></template><!--/$--></li></div><script>$RC("B:14","S:14")</script><div hidden id="S:15"><li class=""><p class="header-nav-item-title arrowed">Open Cloud Platform</p><!--$?--><template id="B:28"></template><!--/$--></li></div><script>$RC("B:15","S:15")</script><div hidden id="S:16"><li class="active"><p class="header-nav-item-title arrowed">By Industry</p><!--$?--><template id="B:29"></template><!--/$--></li></div><script>$RC("B:16","S:16")</script><div hidden id="S:17"><li class=""><p class="header-nav-item-title arrowed">By Business Initiative</p><!--$?--><template id="B:2a"></template><!--/$--></li></div><script>$RC("B:17","S:17")</script><div hidden id="S:18"><li class=""><p class="header-nav-item-title arrowed">Integrations & Custom Solutions</p><!--$?--><template id="B:2b"></template><!--/$--></li></div><script>$RC("B:18","S:18")</script><link rel="preload" as="image" href="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg"/><div hidden id="S:22"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">AI for Customer Experience</p><p class="header-nav-item-description">Purpose-built AI for unparalleled CX automation</p></div><div><a href="/platform/cx-ai-overview" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:2c"></template><!--/$--><!--$?--><template id="B:2d"></template><!--/$--><!--$?--><template id="B:2e"></template><!--/$--></div></div></div></div><script>$RC("B:22","S:22")</script><div hidden id="S:23"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Digital & Self Service</p><p class="header-nav-item-description">Friction-free customer experiences driven by conversational AI</p></div><div><a href="/products/digital-and-self-service" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:2f"></template><!--/$--><!--$?--><template id="B:30"></template><!--/$--></div></div></div></div><script>$RC("B:23","S:23")</script><div hidden id="S:24"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Journey Orchestration & Routing</p><p class="header-nav-item-description">Seamless customer journeys across voice and digital channels</p></div><div><a href="/products/orchestration-and-routing" class="button-large button-white">View Products</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:31"></template><!--/$--><!--$?--><template id="B:32"></template><!--/$--></div></div></div></div><script>$RC("B:24","S:24")</script><div hidden id="S:25"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Workforce Engagement & Management</p><p class="header-nav-item-description">Robust applications to optimize the employee experience (WEM)</p></div><div><a href="/products/workforce-engagement-management" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:33"></template><!--/$--><!--$?--><template id="B:34"></template><!--/$--></div></div></div></div><script>$RC("B:25","S:25")</script><div hidden id="S:26"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">CX Analytics</p><p class="header-nav-item-description">Actionable insights to continuously enhance the customer experience</p></div><div><a href="/products/cx-analytics" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:35"></template><!--/$--><!--$?--><template id="B:36"></template><!--/$--></div></div></div></div><script>$RC("B:26","S:26")</script><div hidden id="S:27"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Agent Assist</p><p class="header-nav-item-description">AI-driven tools for real-time agent guidance and coaching</p></div><div><a href="/products/agent-assist" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:37"></template><!--/$--><!--$?--><template id="B:38"></template><!--/$--></div></div></div></div><script>$RC("B:27","S:27")</script><div hidden id="S:28"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">Open Cloud Platform</p><p class="header-nav-item-description">Innovative cloud-native foundation to rapidly scale extraordinary CX</p></div><div><a href="/products/open-cloud-platform" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:39"></template><!--/$--><!--$?--><template id="B:3a"></template><!--/$--><!--$?--><template id="B:3b"></template><!--/$--></div></div></div></div><script>$RC("B:28","S:28")</script><div hidden id="S:29"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Industry</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:3c"></template><!--/$--><!--$?--><template id="B:3d"></template><!--/$--></div></div></div></div><script>$RC("B:29","S:29")</script><div hidden id="S:2a"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Business Initiative</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:3e"></template><!--/$--><!--$?--><template id="B:3f"></template><!--/$--></div></div></div></div><script>$RC("B:2a","S:2a")</script><div hidden id="S:2b"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Integrations & Custom Solutions</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:40"></template><!--/$--><!--$?--><template id="B:41"></template><!--/$--></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">91% of customers recommend NICE as a preferred CCaaS vendor</p><p class="header-nav-inner-resource-description">Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.</p><p><a href="https://get.nice.com/gartner-customers-choice-ccaas-gartner-2024.html" class="blue-arrow-link">Get report</a></p></div></div></div><script>$RC("B:2b","S:2b")</script><div hidden id="S:2c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate customer self-service with an AI-powered virtual agent</p></a></li><li><a href="/products/enlighten-copilot"><p class="header-nav-item-title">Enlighten Copilot</p><p class="header-nav-item-description">Empower agents and supervisors with powerful AI to drive productivity</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate notetaking with Gen AI to summarize every interaction</p></a></li></ul></div></div><script>$RC("B:2c","S:2c")</script><div hidden id="S:2d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match customers to their perfect agent for improved business results</p></a></li><li><a href="/products/enlighten-ai-complaint-management"><p class="header-nav-item-title">Enlighten AI for Complaint Management</p><p class="header-nav-item-description">Protect your organization from reputational and financial risks</p></a></li><li><a href="/products/enlighten-ai-for-sales-effectiveness"><p class="header-nav-item-title">Enlighten AI for Sales Effectiveness</p><p class="header-nav-item-description">Increase conversion rates and grow revenue with real-time analysis</p></a></li></ul></div></div><script>$RC("B:2d","S:2d")</script><div hidden id="S:2e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Learn from all interactions with AI that builds smart self-service</p></a></li><li><a href="/products/enlighten-ai-customer-satisfaction-csat"><p class="header-nav-item-title">Enlighten AI for Customer Satisfaction (CSAT)</p><p class="header-nav-item-description">Gain insights on agent soft-skill behaviors on every interaction</p></a></li></ul></div></div><script>$RC("B:2e","S:2e")</script><div hidden id="S:2f"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate self-service experiences with an AI-powered virtual agent that guides customers</p></a></li><li><a href="/products/conversational-ai-and-chatbots"><p class="header-nav-item-title">Conversational AI & Chatbots</p><p class="header-nav-item-description">Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Meet customers with knowledge and ensure they receive the right content, wherever they are</p></a></li><li><a href="/products/proactive-conversational-ai"><p class="header-nav-item-title">Proactive Conversational AI</p><p class="header-nav-item-description">Keep customers engaged in conversation from onboarding to installation, service, and retention</p></a></li></ul></div></div><script>$RC("B:2f","S:2f")</script><div hidden id="S:30"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/web-and-mobile-engagement"><p class="header-nav-item-title">Web & Mobile Engagement</p><p class="header-nav-item-description">Remove friction across the digital journey by proactively delivering the right guidance at the right time</p></a></li><li><a href="/products/interactive-voice-response-ivr"><p class="header-nav-item-title">Interactive Voice Response (IVR)</p><p class="header-nav-item-description">Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service</p></a></li><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li></ul></div></div><script>$RC("B:30","S:30")</script><div hidden id="S:31"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/omnichannel-routing"><p class="header-nav-item-title">Omnichannel Routing</p><p class="header-nav-item-description">Connect customers to the ideal resource, the smart way</p></a></li><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match every customer to their perfect agent with AI that delivers personalized experiences and improves results</p></a></li></ul></div></div><script>$RC("B:31","S:31")</script><div hidden id="S:32"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/proactive-dialer"><p class="header-nav-item-title">Proactive Dialer</p><p class="header-nav-item-description">Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience</p></a></li><li><a href="/products/digital-voice-channels"><p class="header-nav-item-title">Digital & Voice Channels</p><p class="header-nav-item-description">Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout</p></a></li><li><a href="/products/social-chat-and-messaging"><p class="header-nav-item-title">Social, Chat & Messaging</p><p class="header-nav-item-description">Engage website visitors in conversations on their channel of choice</p></a></li></ul></div></div><script>$RC("B:32","S:32")</script><div hidden id="S:33"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/workforce-management"><p class="header-nav-item-title">Workforce Management</p><p class="header-nav-item-description">Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down</p></a></li><li><a href="/products/quality-management"><p class="header-nav-item-title">Quality Management</p><p class="header-nav-item-description">Deliver better customer experiences through streamlined processes and actionable, AI-based feedback</p></a></li><li><a href="/products/performance-management"><p class="header-nav-item-title">Performance Management</p><p class="header-nav-item-description">Meet your organizational goals while engaging employees through personal coaching and gamification</p></a></li><li><a href="/products/interaction-recording-and-management"><p class="header-nav-item-title">Interaction Recording & Management</p><p class="header-nav-item-description">Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance</p></a></li></ul></div></div><script>$RC("B:33","S:33")</script><div hidden id="S:34"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/supervisor-workspace"><p class="header-nav-item-title">Supervisor Workspace</p><p class="header-nav-item-description">Turbocharge supervisors to make agile decisions, streamline workflows and improve performance</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Automated Agent Augmentation</p><p class="header-nav-item-description">Automatically detect automation opportunities, and effortlessly build automation processes as needed</p></a></li><li><a href="/products/playvox"><p class="header-nav-item-title">Playvox by NICE</p><p class="header-nav-item-description">Seamlessly integrate with CRMs to efficiently manage your workforce</p></a></li></ul></div></div><script>$RC("B:34","S:34")</script><div hidden id="S:35"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li></ul></div></div><script>$RC("B:35","S:35")</script><div hidden id="S:36"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/feedback-management"><p class="header-nav-item-title">Feedback Management</p><p class="header-nav-item-description">Discover actionable insights from omnichannel customer feedback to improve customer satisfaction</p></a></li><li><a href="/products/interaction-analytics"><p class="header-nav-item-title">Interactions Analytics</p><p class="header-nav-item-description">Analyze every interaction to understand operational trends and agent performance</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Desktop & Process Analytics</p><p class="header-nav-item-description">Understand and confidently select the processes that will contribute most to your performance success</p></a></li></ul></div></div><script>$RC("B:36","S:36")</script><div hidden id="S:37"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/omnichannel-agent-desktop"><p class="header-nav-item-title">Omnichannel Agent Desktop</p><p class="header-nav-item-description">A unified agent workspace provides everything agents need to handle all interactions</p></a></li><li><a href="/products/agent-assist-hub"><p class="header-nav-item-title">Agent Assist Hub</p><p class="header-nav-item-description">Easily integrate applications that help turn every one of your agents into a customer service superstar</p></a></li><li><a href="/products/real-time-interaction-guidance"><p class="header-nav-item-title">Real-Time Guidance</p><p class="header-nav-item-description">Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction</p></a></li></ul></div></div><script>$RC("B:37","S:37")</script><div hidden id="S:38"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate agent notetaking with the power of generative AI to summarize every interaction</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content</p></a></li></ul></div></div><script>$RC("B:38","S:38")</script><div hidden id="S:39"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/security-and-compliance"><p class="header-nav-item-title">Security & Compliance</p><p class="header-nav-item-description">Secure your data and enjoy industry-leading guaranteed uptime</p></a></li><li><a href="/products/resiliency-and-reliability"><p class="header-nav-item-title">Resiliency & Reliability</p><p class="header-nav-item-description">Keep your contact center up and running with dynamic elasticity</p></a></li><li><a href="https://cxexchange.niceincontact.com"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li></ul></div></div><script>$RC("B:39","S:39")</script><div hidden id="S:3a"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Increase value with pre-integrated applications, UCaaS and CRM adapters</p></a></li><li><a href="/products/fedramp"><p class="header-nav-item-title">FedRAMP</p><p class="header-nav-item-description">Give your government agency the tools to act smarter and respond faster</p></a></li><li><a href="/products/voice-as-a-service"><p class="header-nav-item-title">Voice as a Service (VaaS)</p><p class="header-nav-item-description">Connect agents and customers with cloud-optimized voice &amp; data services</p></a></li></ul></div></div><script>$RC("B:3a","S:3a")</script><div hidden id="S:3b"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://www.elevateai.com"><p class="header-nav-item-title">Elevate AI</p><p class="header-nav-item-description">Improve your customer conversations with accurate STT transcription</p></a></li><li><a href="/products/multipath-to-cxone"><p class="header-nav-item-title">Multipath to CXone</p><p class="header-nav-item-description">Connect vital enterprise infrastructure to our cloud gradually and safely </p></a></li><li><a href="/products/unified-communications-as-a-service-ucaas"><p class="header-nav-item-title">Unified Communications as a Service (UCaaS)</p><p class="header-nav-item-description">Unify your contact center with the rest of the organization</p></a></li></ul></div></div><script>$RC("B:3b","S:3b")</script><div hidden id="S:3c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/healthcare"><p class="header-nav-item-title">Healthcare</p><p class="header-nav-item-description">Healthy patient experiences</p></a></li><li><a href="/solutions/retail"><p class="header-nav-item-title">Retail</p><p class="header-nav-item-description">Delight customers where they shop</p></a></li><li><a href="/solutions/financial-services"><p class="header-nav-item-title">Financial Services</p><p class="header-nav-item-description">Customer experiences that count</p></a></li><li><a href="/solutions/insurance"><p class="header-nav-item-title">Insurance</p><p class="header-nav-item-description">Secure policyholder experiences</p></a></li></ul></div></div><script>$RC("B:3c","S:3c")</script><div hidden id="S:3d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/telecommunications"><p class="header-nav-item-title">Telecom</p><p class="header-nav-item-description">CX for Telecommunications</p></a></li><li><a href="/solutions/travel-and-hospitality"><p class="header-nav-item-title">Travel & Hospitality</p><p class="header-nav-item-description">Boost traveler and guest loyalty</p></a></li><li><a href="/solutions/government"><p class="header-nav-item-title">Government</p><p class="header-nav-item-description">Elevate citizen trust</p></a></li><li><a href="/solutions/business-process-outsourcers"><p class="header-nav-item-title">BPO</p><p class="header-nav-item-description">Business Process Outsourcers</p></a></li></ul></div></div><script>$RC("B:3d","S:3d")</script><div hidden id="S:3e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/grow-revenues"><p class="header-nav-item-title">Grow Revenue</p><p class="header-nav-item-description">Boost conversions and win rates to accelerate growth</p></a></li><li><a href="/solutions/employee-engagement"><p class="header-nav-item-title">Engage & Empower Employees</p><p class="header-nav-item-description">Create a workplace of truly engaged employees</p></a></li><li><a href="/solutions/boost-customer-loyalty"><p class="header-nav-item-title">Boost Customer Loyalty</p><p class="header-nav-item-description">Improve customer loyalty on interactions across the journey</p></a></li><li><a href="/products/enlighten-ai"><p class="header-nav-item-title">Transform CX with AI</p><p class="header-nav-item-description">Identify behaviors that drive frictionless customer experiences</p></a></li><li><a href="/solutions/drive-digital-transformation"><p class="header-nav-item-title">Drive Digital Transformation</p><p class="header-nav-item-description">Integrate digital technology at the center of CX</p></a></li></ul></div></div><script>$RC("B:3e","S:3e")</script><div hidden id="S:3f"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/call-center-software"><p class="header-nav-item-title">Call Center Software</p><p class="header-nav-item-description">Empower agents to provide better experiences</p></a></li><li><a href="/solutions/increase-operational-efficiency"><p class="header-nav-item-title">Increase Operational Efficiency</p><p class="header-nav-item-description">Leverage AI and automation to increase agent retention</p></a></li><li><a href="/solutions/move-to-the-cloud"><p class="header-nav-item-title">Move to the Cloud</p><p class="header-nav-item-description">Elevate experiences by moving operations to the cloud</p></a></li><li><a href="/solutions/improve-compliance"><p class="header-nav-item-title">Improve Compliance</p><p class="header-nav-item-description">Protect your consumers with pre-built compliance solutions</p></a></li><li><a href="/solutions/proactive-customer-engagement"><p class="header-nav-item-title">Proactive Customer Engagement</p><p class="header-nav-item-description">Elevate customer satisfaction with proactive conversational AI</p></a></li></ul></div></div><script>$RC("B:3f","S:3f")</script><div hidden id="S:40"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/cxone-hubs-integration-made-easy"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Seamlessly connect your business systems with our platform</p></a></li></ul></div></div><script>$RC("B:40","S:40")</script><div hidden id="S:41"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/partners"><p class="header-nav-item-title">Partner Ecosystem</p><p class="header-nav-item-description">Embark on a journey of shared success and collaboration</p></a></li></ul></div></div><script>$RC("B:41","S:41")</script></body></html></body></html>