NiCE Wins Automation Solution of the Year at CCW Excellence Awards

We’re excited to share that NiCE was named “Automation Solution of the Year” at the 2025 CCW Excellence Awards. These awards celebrate the companies setting new standards in customer experience—and this year NiCE Interaction Analytics stood out from the crowd by delivering something truly impactful: the “why” behind every customer interaction.

With our AI-powered analytics, organizations gain instant clarity into trends, sentiment, and root causes, transforming every conversation into actionable insights that drives game changing automation, smarter decisions, and exceptional outcomes.

We’re honored by the recognition—and even more excited about what it signals: a smarter, faster, and more human future for customer service.

Setting a New Standard in AI-powered Automation

NiCE Interaction Analytics uses advanced, proprietary AI models trained on 30+ years of interaction data—plus Gen AI—to automatically analyze 100% of voice and digital interactions. The result? Actionable insights in real time with zero manual effort.

Here’s what sets NiCE Interactions Analytics apart:

• Intelligent Auto-Categorization: Forget the rule-based grind. We automatically classify intents, outcomes, and events into a customizable hierarchy—fuelling smart dashboards and real-time decision-making.
• Embedded Behavioral Analytics: From empathy to sales skills, we evaluate agent performance across 16 behavioral traits, providing targeted coaching and real-time agent guidance that drives CSAT and revenue.
• Built-in Compliance Automation: NiCE Interaction Analytics embeds specialized AI models to efficiently automate compliance management, identifying and classifying complaint risks while operationalizing the remediation process through to resolution, preventing future issues. Other specialized AI models focus on the UK FCA vulnerable customer regulations.

Real Results, Backed by Customers

Our customers are already seeing measurable impact:

• Republic Services cut repeat calls by 30% and reduced negative sentiment by 33%.
• com saw a 46% boost in average sentiment and shaved 20 minutes off QA evaluations.
• Atento skyrocketed NPS by 79% using AI to improve agent coaching and service processes.
• Kaiser Permanente reduced handle time by 14% and improved JD Power CSAT rankings.
• MAPS Credit Union reduced after-call work by up to 94% with auto-summaries.

What’s Next?

NiCE is helping the world’s leading brands turn that potential into performance.

Learn more about NiCE Interactions Analytics here, or dive into our AI platform for customer service automation, CXone Mpower here. Ready to reimagine what AI-powered automation can do? Let’s talk.