NiCE AGENT AUGMENTATION

How much is after-call work costing you?

64 seconds per call could be costing you millions a year.
It's completely recoverable, starting with AI call summaries.

Calculate your savings

Your agents are handling more than ever.

47%

of companies see more live-agent volume, not less, despite automation.

30%

of each agent’s shift is manual, after-call work.

8 – 12 apps on avg per call

and each one adds seconds your agents can’t get back.

Your AI strategy for agent productivity,
start to finish.

A built-in AI foundation gives you a fast path to agent productivity.
Start where ROI shows up first, then scale as the wins add up.

Customer service agent using Automated Summary

AI generates the summary for every call

AI writes the notes during every call, live. Agents stay engaged with the customer instead of typing after the fact. Activate immediately, realize fast ROI.

See it in action
Agent receiving real-time guidance during a customer conversation

AI guides agents throughout every call

Real-time answers and next-best actions delivered the moment they're needed, agents gain proactive guidance in every interaction. No more searching or guessing. Better compliance, less agent frustration.

See it in action
AI agent automating customer service processes

AI agents work alongside human agents to take action and complete tasks

From conversation to completed task, these AI agents act across systems, update records, and learn new processes without manual follow-up.

“Now that we have the foundations in place, we’re looking beyond our original program and continuing to invest in NiCE products.”
Jon Wells, Contact Centre Director, Carnival UK Read the Carnival UK case study
Why automate call summaries?

Every second counts. Every call adds up.
See what it’s costing you.

64 sec

back on every single call

86 FTEs

of annual capacity reclaimed without adding headcount. *For 10M interactions a year

Find the savings hiding in your contact center

What is after-call work actually costing you?


Move the sliders to match your contact center, then watch the seconds — and the dollars — add up in real time.

Your contact center
Total calls / interactions handled per year
Average seconds an agent spends wrapping up per contact
% reduction in after-call work time, per NiCE benchmark data
Estimated impact Conservative
$0 Estimated annual savings from reduced after-call work
0s shaved off every single contact
Hours recovered / year
0
≈ Agent FTEs freed up
0
Current ACW cost / year
$0
3-Year Gross Benefit
$0

This calculator provides a directional estimate based on industry and NiCE benchmark data and the figures you enter. It is not a guarantee of results — actual savings depend on your environment and adoption. Talk to a NiCE Solutions Engineer for a full assessment.

See what agent productivity looks like in the real world.

46 sec faster AHT

with Automated Summary; 99% of summaries saved as-is

90–94% less after-call work

and 21.6% more calls handled per agent per hour

€2M/yr saved

via Copilot assisting with complex requests escalated to human agents

15% faster handle time

across a 4,500-agent operation with Copilot for Agents

CASE STUDIES

Proof beats promises.
Automated Summary in action.
This is the start of agent productivity at scale.

See how 10 companies – from financial services to travel and utilities – cut handle time, boost CSAT, and scale AI adoption with Automated Summary and Copilot for Agents.

Download the Top 10 Customer Stories

Your strategy to maximize agent productivity.

Start small. Prove value. Scale with confidence.

Powerful AI assistance drives agent productivity, and empowers every enterprise service operations team to deliver exceptional customer experiences.

NiCE Automated Summary interface

“Automated Summary's ability to accurately summarize what happens during every call is exactly what we have been waiting for. The agents also like that it saves them hours of manual typing over the course of a week.”

— Director of customer experience, healthcare provider
Click to explore Automated Summary

Jumpstart your agent productivity roadmap.

Start with Automated Summary and realize ROI. Scale with Copilot for Agents and AI Agents for Process Automation on CXone, the AI platform you already run.

Calculate your own ROI

Read the case studies

Additional resources