SPONSOR SPOTLIGHT
BY NEERAJ VERMA, VP AND GM, NiCE ELEVATEAI
CONTACT CENTER AI AT THE SPEED OF SERVICE
CONVERSATIONS AS INTELLIGENCE
Every day, contact centers manage millions of conversations. Inside those interactions are signals that influence loyalty, reduce churn, and highlight risk. Yet too often, those signals go unheard because transcription remains too slow, inaccurate, or inconsistent to scale.
The problem is not just operational. According to ICMI, 85 percent of contact centers still measure success through legacy metrics like call abandonment rate and average handle time( AHT). Fewer than 40 percent track signals tied to customer emotion or agent experience. That disconnect leaves leaders measuring what is easy to capture rather than what truly drives customer outcomes.
SPEED AND ACCURACY ARE NO LONGER TRADEOFFS. THEY ARE TABLE STAKES FOR ENTERPRISE CX.
The stakes are real. McKinsey research shows that improving contact center performance can reduce customer churn by up to 15 percent and lower cost to serve by more than 20 percent. Compliance failures can trigger multi-million-dollar penalties. For enterprises competing in today’ s experience-driven economy, leaving conversational data untapped is no longer an option.
At NiCE ElevateAI, we meet this challenge with two innovations: Echo Real-Time Transcription and our Generative AI Feature Suite. Together, they capture conversations with speed and accuracy and convert them into intelligence that improves efficiency, strengthens compliance, and builds loyalty.
REAL-TIME TRANSCRIPTION THAT WORKS
Reliable transcription has become mission critical. Latency and accuracy shape compliance monitoring, real-time agent support, and customer satisfaction. Echo Real-Time Transcription was designed to set a new standard for enterprise-grade transcription.
Supervisors need to flag compliance risks before they escalate. Agents need transcripts they can trust to resolve issues quickly. Echo delivers both. Transcripts are produced 40 percent faster than the previous generation, giving enterprises live visibility into conversations. Supervisors can intervene as calls unfold, agents can receive immediate guidance, and analytics systems can produce results within seconds.
12 CONTACT CENTER PIPELINE