This week in CX, we have seen some significant AI milestones, with NICE claiming to have released the "world's first" CX-aware AI platform and Genesys securing its "largest ever" standalone AI deal.
Elsewhere, the majority of leading BPOs are deploying Sanas' real-time accent translation tech, and Pega made a double GenAI announcement.
Here are the extracts from some of our most popular news stories over the last seven days.
NICE Launches the "World’s First & Only CX-Aware AI Platform"
NICE has unveiled its CXone MPower solution, promising to “exponentially boost” overall customer experience performance.
The new innovation combines the company’s CXone, Copilot, Autopilot, and Actions tools in what NICE is dubbing the “world’s first and only CX-aware AI platform.”
By aligning these solutions in a single offering, Mpower is able to deliver advanced augmentation, effortless skill transfer between humans and AI, and enhanced AI memory-based awareness.
Users will also benefit from the solution’s AI-leveraging capabilities, which allow it to insert contextual insights at key moments throughout the customer journey.
When discussing the potential of the company’s latest offering, Barry Cooper, President of the CX Division at NICE, praised what his team had achieved, describing Mpower as the “holy grail of CX.”
It [CXone Mpower] lets businesses achieve it all. This is a culmination of the relentless innovation NICE has driven in the last decade, bringing all our solutions together in a single, transformative offering.
But how exactly will the CXone Mpower deliver on its acclaimed billing? (Read on...).
Genesys Secures Its “Largest Ever” Standalone AI Deal, Reveals Significant CCaaS Growth
Last quarter, Genesys experienced a 200+ percent year-over-year (YoY) surge in new bookings for its standalone AI products.
That includes its “largest ever” AI win, which has a seven-figure annual contract value (ACV).
While Genesys shared little more information, it did reveal that the deal is part of a “large” customer experience transformation within a community service and well-being organization.
The deal comes as more of the 6,000 Genesys CCaaS customers start to leverage AI.
Indeed, over 40 percent of those customers now utilize the native AI capabilities included in the Genesys Cloud CX.
Such customers include Beyond Bank, Coca-Cola Bottlers’ Sales and Services (CCBSS), and PureGym.
Genesys credits its rising AI success to delivering conversational, generative, and predictive capabilities that address “real problems” within CX operations