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NICE has launched CXone Mpower SmartSpeak, an AI-powered solution that provides real-time language interpretation for customer service and sales interactions. The technology, powered by OneMeta, enables seamless communication across nearly 100 languages and dialects, allowing customers to interact in their preferred language while automatically translating conversations to the agent's language. This eliminates the need for costly third-party language support services and enables businesses to expand their international reach without requiring additional multilingual staff.

NICE (Nasdaq: NICE) has been recognized as a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report for the tenth consecutive year. The company achieved the furthest position for Completeness of Vision in the Leaders Quadrant with its CXone platform. The Gartner report emphasizes that CCaaS technology is important for orchestrating both self- and assisted-service customer engagement, highlighting the importance of premium customer experiences through enhanced employee experiences.

NICE has launched the next generation of CXone Mpower, an advanced AI platform for customer service automation. This expanded platform enables enterprises to design, build, and operate automation for workflows, agents, and knowledge at scale and precision. Key features include:

1. Seamless integration of workflows across front, mid, and back office
2. Orchestration of AI and human agents as one
3. Consolidation of customer service knowledge, AI models, and integrations
4. Proactive augmentation with adaptive copilots for all employees
5. Rapid, automated development of sophisticated AI agents
6. Consolidation of data, knowledge, and AI models into a single intelligent hub
7. Robust role-based access control and advanced guardrail management

CXone Mpower aims to transform traditional interactions to be predictive, proactive, and automated, setting a new industry standard for customer service automation.

NICE Actimize has been awarded the 2024 Datos Insights Fraud & AML Impact Award for Best AML Transaction Monitoring Innovation. The award recognizes NICE Actimize's advanced Embedded AML AI, which enhances its Transaction Monitoring solution through AI and machine learning techniques.

The Embedded AML AI can analyze vast amounts of data to segment customers, detect anomalies, uncover hidden relationships, prioritize alerts, and generate insights. This innovation aims to improve the accuracy and efficiency of AML operations, leading to better risk management, reduced costs, and enhanced regulatory compliance.

Chuck Subrt, Fraud & AML Practice Director at Datos Insights, highlighted the industry's focus on innovation, automation, and data to tackle financial crime challenges. Craig Costigan, CEO of NICE Actimize, emphasized the effectiveness of AI in fighting financial crime and the emerging role of generative AI in helping investigation teams catch criminals with precision.

NICE has announced the winners of its 2024 PSAPs' Finest Awards, recognizing excellence in public safety emergency communications. Now in its 19th year, the awards honor individuals and teams across various categories, including Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, and PSAP of the Year.

Winners were selected by an independent panel of judges from the public safety community, evaluating nominees based on skills, knowledge, professionalism, and dedication to service. The awards cover a range of roles, from directors and supervisors to technicians and trainers, highlighting the diverse talents within the emergency communications field.

Chris Wooten, Executive Vice President of NICE, emphasized the importance of recognizing the often underappreciated work of 911 professionals. The awards program is made possible by volunteer judges from the emergency communications sector.

NICE Actimize, a NICE (Nasdaq: NICE) business, has won the 2024 FTF News Technology Innovation Award for Best Operational Risk Management Solution. The award recognizes their X-Sight Onboard Client Lifecycle Management solution, which streamlines client onboarding processes for financial institutions.

The X-Sight Onboard solution helps reduce costly processes, enabling faster time to revenue while ensuring exceptional customer experiences and regulatory compliance. The award was determined by votes from FTF News readers and industry participants.

Craig Costigan, CEO of NICE Actimize, emphasized the importance of seamless client onboarding for financial institutions' success. The award category focused on providers showing creativity in mitigating operational risks, including challenges related to onboarding, KYC, reputational concerns, and data management.

Banco PAN, a digital banking platform in Brazil serving over 30 million customers, has significantly improved its customer experience by implementing NICE CXone, a cloud-native CX platform. The bank handles over one million monthly interactions across voice and digital channels using CXone's Quality Management, Interaction Analytics, and Workforce Management solutions.

Key improvements include:

• 25% increase in first-call resolution
• 20% reduction in operational costs
• 7% increase in system availability
• 50% reduction in call abandonment

Banco PAN can now quickly identify and address operational issues, optimize operations, and introduce new self-service options. The implementation has allowed the bank to coordinate among multiple BPO providers more efficiently and revolutionize its customer experience.

NICE Actimize, a NICE business (Nasdaq: NICE), has launched the market's first AI-powered Fraud Investigations solution. This innovative tool facilitates end-to-end fraud management from detection to investigations, designed to help financial institutions save time and money. The solution features:

- Automated workflow and robust fraud-specific case management
- Advanced Generative AI for quick customer concern resolution
- Streamlined claims management and efficient reimbursement processes
- Simplified SAR filing with automated fields and e-filing capabilities
- Seamless integration with NICE Actimize's IFM Fraud Management Platform

The solution aims to break down silos between fraud prevention and investigation functions, creating an automated feedback loop to prevent future fraud. It also helps financial institutions meet regulatory timelines and ensure customer satisfaction, fostering trust and loyalty through its claims resolution process.

NICE (Nasdaq: NICE) announced that Boon Rawd Supply Chain Co., (BRS), a Thai expert in supply chain solutions and logistics, has implemented NICE CXone to enhance customer experience and business operations. The shift to CXone's cloud platform and analytics has enabled BRS to gain full transparency across its diverse portfolio and improve efficiency.

Key benefits include:

• 9% reduction in average handle time (AHT)
• 29% reduction in callback duration
• 58% reduction in unavailable time

BRS plans to deploy NICE's Interaction Analytics later this year for further business insights. The implementation aims to provide a true omnichannel experience, including voice, digital, and outbound services, while integrating with each business area's CRM.