Overview
NiCE earned Metrigy’s 2026 MetriStar Top Provider Award for Agent Assist Applications. The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Companies use NiCE’s agent assist applications to support real-time interactions, streamline post-call work, and improve agent performance, among other capabilities.
Product Category
Agent Assist Applications: Agent assist applications use AI technologies such as generative AI, natural language processing, transcription, and sentiment analysis, as well as machine learning, to provide contextual, real-time information to agents as they interact with current or prospective customers. The technology typically rides over the top of on-premises contact centers or is included in contact center-as-a-service (CCaaS) platforms (either from the CCaaS provider or a partner). The goal is to serve customers more quickly with more information, typically presented to agents in screen-pops, resulting in better customer satisfaction, more sales, and better efficiency.
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
