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Gordon Edwards shared thisThanks to NiCE for affording me the opportunity to take this exam.SnowPro Core Certification • Gordon Edwards • SnowflakeSnowPro Core Certification • Gordon Edwards • Snowflake
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Gordon Edwards reposted thisGordon Edwards reposted thisSome leaders are still experimenting with AI. You're here to lead it. #NiCEWorld26 gives you the strategies, the use cases, and the platform knowledge to make enterprise AI CX a reality, not a roadmap item. Four leadership neighborhoods. One NiCE World. 💡 Agentic Experience 💡 Workforce Empowerment 💡 Engagement Orchestration 💡 Platform June 8–10, Orlando. Register before February 28 and save $200 with code LoveNiCE: https://bit.ly/4nV0EN7
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Gordon Edwards reposted thisGordon Edwards reposted thisWe finished Q4 strong, and closed out 2025 even stronger as an AI-first CX organization. AI is moving from strategy to standard at enterprise scale. Leaders are choosing one unified platform to accelerate digital transformation. And NiCE is the engine powering that shift. Together with NiCE Cognigy, we’re accelerating with Agentic AI, redefining what AI implementation looks like in real operations, not just in strategy decks. Thank you to our customers, partners, and teams who made this year one of true progress. We look forward to raising the bar even higher in 2026. NiCE is building what comes next as we #createaNiCEworld. Are you in? https://bit.ly/3OQwX3V
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Gordon Edwards shared thisHonored to speak at CX Tech Fest 2026! I'll be discussing Agentic AI in support of Product Managers in a session entitled "PM Agent: Better Requirements for All".
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Gordon Edwards reposted thisGordon Edwards reposted thisCan Agentic AI really move contact centers forward? As automation accelerates, leaders are balancing speed, cost, and customer experience all at once. The real question isn’t whether Agentic AI works, but how it’s implemented responsibly. In a recent expert panel, NiCE's Neeraj Verma shared practical perspectives on where Agentic AI adds value today, and where human insight still matters. A thoughtful read for anyone shaping the future of CX: https://bit.ly/49YcceT
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Gordon Edwards reposted thisGordon Edwards reposted thisCheck this out! The 2025 Gartner® Magic Quadrant™ for CCaaS has just been released. NiCE is positioned furthest in Completeness of Vision and highest in Ability to Execute. We were also named an 11x CCaaS Leader. It’s clearer than ever that the right platform matters. Read our blog to learn more. https://bit.ly/3Wd9IBu #GartnerMagicQuadrant #CXoneMpower #CCaaS #createaNiCEworld
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Gordon Edwards reposted thisGordon Edwards reposted thisYou might be working diligently to implement an AI automation solution for customer self-service at your organization, but without broader context, there's no way to know if you're late to the party (or if you're the only one there!). Join us for day 2 of AI innovation week to talk AI automation for customer self-service. Find out how you're measuring up compared to peer organizations and glimpse the next areas early-adopters are planning to automate. Register for the webinar: https://bit.ly/45zZjEr #AI #CustomerExperience
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Gordon Edwards reposted thisGordon Edwards reposted thisImagine outreach that just flows - smart, seamless, and stress-free. That’s SmartReach. Reach customers and help agents thrive. Wouldn’t that be NiCE? Find out how with our “SmartReach Voice and Digital Outreach” datasheet: https://bit.ly/4owCom2 #CustomerOutreach #SmartReach
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Gordon Edwards liked thisGordon Edwards liked thisA lot of AI conversations in CX still focus on improving existing workflows. But in some cases, AI reveals that the workflow itself should be redesigned. What do you think - is the industry mostly optimizing or starting to rethink the experience? @NiCE | @PAteam
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Gordon Edwards liked thisGordon Edwards liked thisAI is everywhere right now. But most leaders are still asking a simple question. What actually works? At NiCE World, you'll see Agentic AI in action across the contact center. Real automation. Real copilots for agents. Real outcomes for customers. No hype. Just practical AI you can experience yourself. Join us and see what AI-first CX really looks like. June 8-10 | Orlando, FL: https://bit.ly/4nV0EN7 #NiCEWorld26
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Gordon Edwards liked thisGordon Edwards liked thisOne thing I appreciate about working in CX right now is this shift: The conversation has moved from “Should we use AI?” to “How do we scale it responsibly and lead effectively?” At #NiCEWorld26, we are bringing that discussion into the open. The event is structured around four neighborhoods of AI CX: 💡 Agentic Experience 💡 Workforce Empowerment 💡 Engagement Orchestration 💡 Platform If you are leading CX transformation or supporting it from the tech side, join NiCE from June 8 to 10 in Orlando. Early Bird pricing ends April 15: https://bit.ly/4nV0EN7
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Gordon Edwards liked thisGordon Edwards liked thisThis shows up in a lot of AI projects right now. Things are working. Early results look good. There’s momentum. Then it hits production and the conversation shifts from “does it work?” to “why does this flow exist in the first place?” Not because anything broke, but because some of these processes were never designed to hold up at scale. AI just makes that visible. That’s usually the moment where teams either rethink things…or start slowing down. Watch the Direct from the Agentic AI Frontline on-demand webinar for the full discussion: https://bit.ly/3P8Vfq2
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Gordon Edwards liked thisGordon Edwards liked thisEveryone’s talking about AI agents, but very few are talking about what happens after. How do you connect them across systems? How do you govern them? How do you make them actually improve outcomes, not just activity? That’s the conversation Arun Chandra is bringing to HumanX. If you’re thinking beyond pilots and into real operational impact, join his session - Turning Customer Conversations into Action - and visit us at Booth 809. #HumanX #AgenticAI
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Gordon Edwards liked thisGordon Edwards liked thisCollaboration is key to modern fraud prevention. The Actimize Insights Network provides unprecedented visibility into payee behavior — enabling institutions to see across a broader network of data and spot threats no single bank can detect alone. Real prevention starts with network-level visibility. Learn more about the Actimize Insights Network >> https://bit.ly/4seKFME #FraudPrevention #ActimizeInsightsNetwork #ConnectedIntelligence #AML #FinancialCrime
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Gordon Edwards liked thisGordon Edwards liked thisA lot of AI conversations in CX still focus on improving existing workflows. But in some cases, AI reveals that the workflow itself should be redesigned. What do you think - is the industry mostly optimizing or starting to rethink the experience? @NiCE | @PAteam
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Gordon Edwards liked thisGordon Edwards liked thisWhat happens when questions about market integrity collide with global index classification? MSCI Inc. has signaled that Indonesia could face a potential reclassification from Emerging to Frontier market status unless concerns around ownership transparency, free float and coordinated trading behavior are addressed. Such a move could trigger capital rebalancing and test the resilience of the country’s market structure. In a new blog, Paul Cottee explores what’s behind MSCI’s review, the reforms now underway and why stronger trade surveillance, ownership transparency and credible oversight are becoming essential for markets competing for global capital. An insightful read for anyone following financial market regulation and surveillance. Read the full blog here: https://bit.ly/40CeR8J #MarketIntegrity #FinancialMarkets #Compliance #RegTech #TradeSurveillance
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Gordon Edwards liked thisGordon Edwards liked thisToday marks the close of more than five rewarding years at NiCE. Leading our Global Support has been an incredible journey. I’ve had the privilege of working with a world-class global tech support team whose passion, expertise, and commitment to customers make a real difference every day. A huge thank you to my leaders, mentors, peers, colleagues, and global teams for allowing me to grow, contribute, and learn throughout my journey at NiCE. I’m particularly grateful to: Chris Romrell Clint Huffman Joe Anderson Michiel Theloesen Paul Herdman Liah Vazana Shilpi Jaiswal Josefa Zabala Donna Eloisa Perez Malabanan Finzy Aubrey Lauren D. Chris Gonzalez Adam Kuzel Reynaldo D. Santos Jr. Chad Weight Edward Davidson Brian McPherson Frank Melendez Em Amurao (Ma. Emflor Joy Monteroso) Paul Poblador Justin Andrew Pidal Lady Lim, MTM Josephine Gonzales Leslie Joy Romero Kresta Marie Paladar Donna Eloisa Perez Malabanan Jacob Mollett Tom Osborn, PMP® Nicole Troutman Victoria Allred-Bennett Dane Hargrave Glenard M. Ailyn G. Dr. Jacob Chicote, MBA, CLSSBB Frederick Layno because your leadership have been instrumental in everything we’ve achieved together over the years. NiCE has an exciting journey ahead, and I’ll be cheering the team on every step of the way! See You Around & Maraming Salamat Po! - Chico
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Patents
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Real-Time Agent Assistance Using Real-Time Automatic Speech Recognition and Behavioral Metrics
Issued US 11,283,928
Primary patent; part of a multi-patent family (includes US 11,539,841 and US 11,743,384)
A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral…Primary patent; part of a multi-patent family (includes US 11,539,841 and US 11,743,384)
A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of the knowledge article selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of the behavioral metrics against each of the plurality of the knowledge selection rules; matching a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.Other inventors -
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Real-time agent assistance
Issued US 8,411,841
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented…
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
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