NiCE stories
Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.
More than 5 million annual member contacts will be handled faster as the insurer links AI self-service with 2,400 staff on a single cloud system.
The hire signals Cyara's push to win more enterprise customers in APAC as firms demand tighter oversight of AI customer-service tools.
Australian contact centres are replacing early AI tools rather than dropping them, with chatbots still the top investment priority over the next 12 months.
Annual savings of GBP £250,000 and a 94% answer rate followed a shift to AI transcription and analytics across Bluecrest's service lines.
Cloud migration helped NiCE cut Scope 1 and Scope 2 emissions by 23%, while it kept 14% of revenue flowing into research and development.
Rising AI workloads are forcing APAC firms to invest more in data centres, fibre and energy, while also reshaping customer service and cyber defence.
AI is reshaping contact centres as NiCE's 2026 awards spotlight retailers, banks and telecoms cutting costs and improving service.
About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.
Enterprise buyers will get a new way to assess AI service partners after NiCE introduced a specialism based on certified staff and proven results.
Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.
Customers in regulated EU sectors may now deploy NiCE's AI tools on AWS's new sovereign cloud while keeping data and operations inside the bloc.
Enterprise buyers could benefit as NiCE ties partner status to certified staff, live deployments and verified results in a new AI scheme.
The new system is meant to help firms move AI from pilot projects into live customer operations, with audit trails and human oversight built in.
The partnerships aim to help banks and critical infrastructure prepare for quantum-era cyber risks as QNu Labs expands in Europe.
Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.
The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.
Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.
The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.
Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.
