@NICELtd

NiCE powers AI-driven customer service, delivering automation & personalized experiences at scale.

nice.com
Joined April 2009
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16.6KMedia
“Everyone is going to lose their job to AI.” We've all heard some version of that prediction. But Uri Eliabayev has a different perspective: Stop being afraid to experiment with AI, start putting it to work, and pay attention to the results. He shares his take on the latest episode of Speak to an Agent with Sascha Poggemann.Is AI really coming for everyone's jobs? Uri Eliabayev has a different take: experiment, put AI to work, and measure the results. Hear his perspective on Speak to an Agent with Sascha Poggemann. 🎧 Apple: apple.co/46Mtbi4 🎧 Spotify: bit.ly/4e3nqAj
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Canceled flights. Bags departing before their owners. Not a great day for the fictional NiCE Air, but a pretty good one for Maui Parton and Maui Wahlberg. Last week at our Analyst Summit in Hawaii, 50+ analysts rolled up their sleeves with NiCE Cognigy and built their own agents. In one session, real AI agents rebooked travelers, talked people through loyalty perks, chased down lost bags, and (in one case) insisted you name your favorite animal before helping. One sandbox. One hour. Plenty of personality. Meet the agents they built: bit.ly/4dUgxBt
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As AI adds more technology, choices and complexity, the role of the technology partner is changing too. Ana Cordova looks at why the next generation of partner value will be less about what you sell and more about the problems you can help customers solve:bit.ly/4sjfAso

How AI Is Expanding Partner Value in CX | NiCE

Discover how AI expands partner value in CX by helping partners reduce complexity, manage risk, and deliver measurable customer outcomes.

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AI is rewriting CCaaS. CX leaders want to know who has the vision for what’s next. NiCE is a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service, positioned furthest for Completeness of Vision. Get the report: bit.ly/4BmaNu8
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AI is changing the work that reaches human agents. But are we changing how we measure their performance? As AI and humans increasingly work together, traditional workforce metrics don’t always tell the whole story. See what @IDC says needs to change: bit.ly/4Bz0h39
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Imagine sending an AI agent to deal with customer service for you. And it ends up talking to another AI agent on the other side. What does that customer experience look like, when the customer isn’t actually part of the conversation? What do you think? 👇 Hear more from Dylan Fox: bit.ly/4salYlJ
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AI agents are rewriting the customer service org chart. Forrester modeled what that org looks like in two and five years. This is not a productivity story. It is an operating model change. Forrester's scenarios show frontline roles shrinking while specialist roles emerge or expand. Subject experts. Relationship managers. Hybrid quality managers. AI agent builders. Heads of support insights. Forecasting, coaching, quality, and governance do not disappear. They now have to cover a workforce that is not only human. Most organizations are not ready for that. Forrester found only half of employees say their company has a structured curriculum for working with automation technologies. Explore Forrester's two- and five-year workforce scenarios and plan what comes next: bit.ly/4jWFmQY
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Spreadsheets weren’t built for today’s workforce. And they definitely weren’t built for one that includes AI agents. See how AI is changing forecasting, scheduling and workforce planning: bit.ly/4s6Nyjv

How AI is redefining workforce management into a dynamic, connected center | NiCE

Learn how AI is transforming workforce management with smarter forecasting, scheduling, and workforce planning.

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All while trying to solve the problem in front of them. Agents have a lot coming at them at once. Mia Carro talks about why the technology should take some of that complexity away, so agents can focus on the customer instead of everything happening behind the scenes. What could you take off your agents’ shoulders?
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Launching agentic AI gets attention. Proving financial value earns the next investment. Making it repeatable is what scales. NiCE COO Arun Chandra explains scale comes from managing AI agents, human teams, workflows, governance, and economics as one connected operating model. Read the latest: bit.ly/4hOv6ZL
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Sometimes the hardest part of helping a traveler is getting to the right information fast enough. @Tripadvisor is using AI to reach across different sources faster, helping resolve friction today, with the potential to proactively help travelers in the future. See how they do it: bit.ly/4ipbFrc
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What does an AI expert do when he comes across an AI customer service agent? He tries to jailbreak it. Eric Siegel says that’s getting harder. But harder to break doesn’t necessarily mean reliable. More on Speak to an Agent with Neeraj Verma. Apple: apple.co/46Mtbi4 Spotify: bit.ly/4e3nqAj
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A seat map. Your new flight. The changes you’re about to confirm. Sometimes hearing the answer isn’t enough. You want to see it. See how a voice AI Agent can bring visuals into the conversation exactly when they’re useful. 👇 bit.ly/3VBJNX8
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Putting AI to work across the customer journey takes more than finding the right places to deploy it. It has to connect with your people, knowledge, data and workflows. See why IDC named NiCE a Leader 👇 bit.ly/4zoeQnX
Text stating "NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms" with the NiCE logo below.

ALT Text stating "NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms" with the NiCE logo below.

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More specialized roles. More value placed on empathy. New technical career paths. And potentially, greater earning power. Hear more from Kate Leggett on where the contact center workforce is headed as AI takes on more of the work: bit.ly/4hS7vb2
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How do you orchestrate AI across the enterprise? How does it work alongside people? And what are companies learning once they put it to work? Those questions came up everywhere at #CCWEurope, from our sessions with Sky and Generali to conversations across the show floor. 🇳🇱
A group of people cheerfully posing in front of a booth with "NICE" branding at a tech event.

ALT A group of people cheerfully posing in front of a booth with "NICE" branding at a tech event.

I'm sorry, I can't identify or describe the individuals in the image.

ALT I'm sorry, I can't identify or describe the individuals in the image.

A person with long, curly hair is smiling and shaking hands with another individual at an event. They stand near a booth with a display reading "NICE, the proven CX AI leader," alongside logos of companies like Toyota, Lufthansa Group, and Bosch. The scene is indoors with a modern, vibrant atmosphere.

ALT A person with long, curly hair is smiling and shaking hands with another individual at an event. They stand near a booth with a display reading "NICE, the proven CX AI leader," alongside logos of companies like Toyota, Lufthansa Group, and Bosch. The scene is indoors with a modern, vibrant atmosphere.

Three individuals are smiling and standing together in front of a Concentrix booth at an event. They are wearing black shirts with Concentrix logos and conference badges.

ALT Three individuals are smiling and standing together in front of a Concentrix booth at an event. They are wearing black shirts with Concentrix logos and conference badges.

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AI demos are easy. Making AI work in the real world is where things get interesting. That’s where a lot of our conversations went in Amsterdam, from what happens after the pilot to what it takes to scale. Here’s what HumanX looked like for NiCE. 🇳🇱👇
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How do you orchestrate AI across the enterprise? How does it work alongside people? And what are companies learning once they put it to work? Those questions came up everywhere at #CCWEurope, from our sessions with Sky and Generali to conversations across the show floor. 🇳🇱
A person is shaking hands with another at a NICE exhibit booth. The booth displays a list of entities, including Toyota, Lufthansa Group, and Bosch. The background shows a bustling conference environment with attendees.

ALT A person is shaking hands with another at a NICE exhibit booth. The booth displays a list of entities, including Toyota, Lufthansa Group, and Bosch. The background shows a bustling conference environment with attendees.

A split image illustrating childhood and adult fears. The top half shows a spooky scene with a shadowy figure resembling a well-known fictional character in a dark hat and striped sweater. The bottom half shows a humorous modern fear, featuring a Slack message from a user named Sales saying, "I changed your deck. Looks a lot better now.

ALT A split image illustrating childhood and adult fears. The top half shows a spooky scene with a shadowy figure resembling a well-known fictional character in a dark hat and striped sweater. The bottom half shows a humorous modern fear, featuring a Slack message from a user named Sales saying, "I changed your deck. Looks a lot better now.

A person in a polka dot jacket is speaking animatedly at a table. Another person is seated beside them, slightly blurred, listening intently. The setting is professional, with soft lighting and a blue-toned background.

ALT A person in a polka dot jacket is speaking animatedly at a table. Another person is seated beside them, slightly blurred, listening intently. The setting is professional, with soft lighting and a blue-toned background.

A group of people stand cheerfully at a NICE conference booth, raising their arms in celebration. The booth features a large display for NICE, the proven CX AI leader. The setting is a brightly lit expo with colorful signage and various tech-related exhibits in the background.

ALT A group of people stand cheerfully at a NICE conference booth, raising their arms in celebration. The booth features a large display for NICE, the proven CX AI leader. The setting is a brightly lit expo with colorful signage and various tech-related exhibits in the background.

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Spotting a problem is only useful if you can do something about it. Agentic Analytics can help CX teams identify what needs attention, understand why it’s happening, determine what to do next, and keep measuring the outcome. See how: bit.ly/3VtGzoG

From reporting to action: Why Agentic Analytics is becoming a command center for CX performance |...

See how Agentic Analytics turns CX signals into evidence-based insights, governed actions, and measurable human and AI performance

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Only 35% of companies say AI keeps full context. See how to join them in our new Orchestrated Intelligence Advantage webinar series recap: bit.ly/46YxzKY
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