SPONSOR SPOTLIGHT
WHY ELEVATEAI CREATES AN ADVANTAGE
In a crowded market, ElevateAI stands out by focusing on practical innovation that addresses enterprise needs. We combine speed and accuracy without compromise. We deliver global scale with multilingual agility. We design generative AI features around enterprise KPIs like CSAT, NPS, compliance adherence, and agent productivity. And we make enterprise-grade AI accessible through a self-service portal that removes friction from procurement and testing.
AI SHOULD BE POWERFUL ENOUGH FOR THE ENTERPRISE AND ACCESSIBLE ENOUGH FOR EVERY DEVELOPER.
RETHINKING THE METRICS THAT MATTER
As enterprises adopt real-time transcription and generative AI, they unlock a new generation of performance measures. Traditional metrics such as AHT and call abandonment remain relevant, but they no longer capture the quality and impact of customer interactions.
AI enables leaders to measure sentiment recovery, track compliance adherence in real time, and confirm whether follow-ups occurred and influenced customer satisfaction. Enterprises can also begin to measure behavioral indicators such as empathy, active listening, and consistency with brand voice.
This evolution marks a shift from efficiency to effectiveness. Success is no longer defined by how quickly a call ends but by how well the interaction meets customer needs and strengthens loyalty.
EXPLORING ELEVATEAI INNOVATIONS
Reliable transcription and enterprise-ready AI no longer require lengthy contracts or complex integrations. With ElevateAI, enterprises can start exploring, building, testing, and scaling today.
Through the NiCE ElevateAI Portal, organizations gain access to Echo Real-Time Transcription and the Generative AI Feature Suite, without an upfront investment. The platform also draws on the best of NiCE’ s Enlighten AI and CX AI models, already proven in large-scale deployments across the customer experience market.
These models are not theoretical. They are powered by decades of contact center research and billions of real customer interactions. ElevateAI applies them to voice and chat at scale, surfacing hidden insights through pre-built behavioral models. Sentiment, empathy, and effort are just a few of the human signals captured and analyzed.
14 CONTACT CENTER PIPELINE
BEHAVIORAL MODELS THAT SCALE
Paring Echo’ s transcription accuracy with NiCE’ s behavioral models creates more than transcripts. It creates scalable connections. Enterprises can measure how empathy and sentiment play out in every interaction and apply those insights consistently across teams and channels.
This consistency enables smarter coaching. Supervisors no longer need to rely on intuition or sporadic call reviews. Instead, they receive targeted guidance drawn from real conversations. Agents benefit from clear feedback, customers experience more effective interactions, and organizations see predictable improvement in customer satisfaction, client retention, and escalation rates.
By benchmarking outcomes by team, channel, or timeframe, enterprises create a cycle of continuous improvement. AI mirrors the best of human connections by recognizing real human signals, and leaders gain the insights they need to strengthen performance across the board.
ENTERPRISES WIN WHEN EVERY CONVERSATION BECOMES INTELLIGENCE IN ACTION.
TURNING CONVERSATIONS INTO INTELLIGENCE
The enterprise contact center is evolving from a reactive cost center into a proactive hub of customer intelligence. That transformation requires two capabilities: capturing conversations in real time and converting them into actionable insights.
With Echo Real-Time Transcription and our Generative AI Feature Suite, ElevateAI is redefining what enterprises can expect from AI in the contact center.
Success does not depend on knowing what happened yesterday. It hinges on understanding what is happening now and acting on it with confidence.
Neeraj is Vice President of AI Product at NiCE and GM of NiCE ElevateAI, a Cloud API-based, generative AI platform powering real-time agent workflows and business automation. With 15 + years in enterprise technology, he specializes in building developer platforms and AI-first products that scale. His work has helped drive over $ 300M in AI-driven revenue and accelerated Fortune 100 adoption of intelligent automation solutions.