Nice

What is NICE?

NICE is a customer experience (CX) platform that uses AI to improve customer interactions. Its Enlighten suite includes three core AI tools: Enlighten Copilot, an AI assistant for contact center employees; Enlighten Autopilot, AI-powered self-service for customers; and Enlighten Actions, AI tools for CX leaders. The platform combines workforce management, journey orchestration and routing, agent assistance, real-time guidance, and customer feedback analytics, with the goal of making customer interactions smoother and building loyalty.

Who created NICE?

NICE was developed by a team focused on AI solutions for customer experience, delivered through the Enlighten suite. The company provides workforce management, digital and self-service options with conversational AI, and CX data analytics, serving industries such as Healthcare, Retail, and Financial Services.

What is NICE used for?

• Agent efficiency — Enlighten Copilot helps contact center employees work more effectively.
• AI self-service — Enlighten Autopilot handles customer questions and problem-solving without an agent.
• CX strategy — Enlighten Actions gives CX leaders AI tools to plan and implement customer experience initiatives.
• Full CX platform — digital and self-service with conversational AI, workforce management, journey orchestration and routing, agent assistance, CX analytics, and an open cloud platform.
• Industry-specific applications — tailored AI solutions for Healthcare, Financial Services, and Retail.
• Voice support — Voice Agent supports voice calls for both live agents and self-service.
• Omnichannel — Omnichannel Agent blends digital and voice interactions.
• Quality management — the Essential Suite equips agents with quality management tools.
• Workforce performance — the Core Suite adds workforce management and performance reporting.
• Complete CX — the Complete Suite includes analytics and Voice of the Customer (VOC) tools.

Who is NICE for?

• Contact center employees
• CX leaders

Getting started with NICE

Organizations evaluating NICE typically start by identifying which parts of the platform match their needs: Copilot for agent assistance, Autopilot for customer self-service, or Actions for CX leadership. Businesses in Healthcare, Retail, or Financial Services can also look at the industry-specific AI applications. From there, the relevant suite (Essential, Core, or Complete) determines the scope of workforce management, quality management, and analytics capabilities available.