Overview
NiCE has earned the Metrigy MetriStar Top Customer Sentiment Award for AI Agent Platforms, determined by customer ratings of providers’ performance across a variety of product areas. NiCE offers a variety of AI agents for self-service, proactive engagement, sales and marketing, and process automation use cases. Though NiCE had offered native and partner AI agents prior to its acquisition of Cognigy, all AI agents moving forward are offered through the NiCE Cognigy platform.
Product Category
AI Agent Platforms: These platforms create, manage, and orchestrate AI agents and integrate them with enterprise systems. They simulate human-to-human conversation, allowing customers to interact with machines or computer applications in a similar way that they would with a human agent. They often are integrated with machine learning, natural language processing, and other forms of artificial intelligence (AI). For customer experience use cases, voice or text AI agents can help self-service customers, triage initial calls or interactions, and offload the volume of interactions human agents must handle. AI agents increasingly perform agentic functions, including automating workflows and connecting front-and back-office applications without or with limited human involvement. The market is extremely fragmented, with multiple startups and established vendors offering solutions.
Award Description
MetriStar recognitions are as follows:
- MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and that received at- or above-average customer sentiment ratings
- Top Business Success – Highlights providers whose customers realized the most substantial business success metric improvements
- Top Customer Sentiment – Highlights providers whose customer sentiment scores are at or above average
