NICE announced that its ContactEngine solution is the recipient of the 2023 Digital Transformation Project of the Year honors from Digital Revolution Awards. Highlighting excellence in digital transformation through cloud technology, the winning entry is honored for delivering a highly effective transformation for a customer, such as integration of disparate systems, updating of legacy technology, migration into the cloud, or other digitization efforts that involve the utilization of cloud products or services.
ContactEngine is a proactive conversational AI technology that connects conversations across entire customer journeys and engages silent customers to deliver exceptional CX and demonstrable business value for organizations around the world. ContactEngine delivers proactive customer engagements in 5 steps: it listens for conversation triggers, it identifies the best conversation path, it starts and orchestrates intelligent conversation and it brings in a human agent if needed. ContactEngine collects and formats data and automatically feeds it back into the organization’s systems, keeping customer records fully up-to-date. It also analyses the data to provide performance reporting with valuable, actionable insights to allow for continuous improvement and process optimization.
“The exceptional results delivered by ContactEngine to proactively engage customers through the power of AI and the cloud is unparalleled,” said Barry Cooper, President, CX Division, NICE. “NICE continues to invest in innovative AI-driven technologies to enhance performance and help businesses deliver exceptional customer experiences.”
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In the case study submitted to Digital Revolution’s voting panel, in the 12 months that ContactEngine was used by a state government to revolutionize its unemployment claimant support, its personnel helped over 220,000 unemployed persons and millions of other people via their proactive outbound campaigns. According to the state government, the department evolved into a more digitally advanced organization that directly benefited citizens. The project saw success across several metrics, including a 62% opt-in rate on the claim platform, 60% interaction rate with 8+ conversations, as much as a 65% decrease in calls per claimant, and a 96% containment rate.
In short, ContactEngine enabled the state to help more citizens, faster, and to support those individuals digitally by proactively reaching out at important moments during their period of unemployment. The analog processes used previously were transformed into a seamless, user-friendly digital experience.
The Digital Revolution Awards is a global cloud IT awards and fundraiser that recognizes and celebrates the very best individuals and businesses working in the cloud tech ecosystem. According to the organization, the Digital Revolution Awards celebrate the cloud industry’s very best pioneers, innovators and glass ceiling breakers across categories that recognize sustainability, employer branding, ED&I, talent development, and L&D.
SOURCE: Businesswire