NiCE 押注 AI、数据与问责,传统业务为其争取时间
NiCE 在收购 Cognigy 一年后,已从附带 AI 的 CCaaS 厂商转变为以 Cognigy 为底层基座的 AI 平台,并继续在 Genesys、Five9、Amazon Connect 等竞品平台上单独销售 Cognigy。其 AI 年度经常性收入(ARR)同比增长 52%,且仅计入多年期承诺;平台 API 调用量两年增长 7.5 倍,基于客户自有数据生成洞察的潜在客户所订购的 AI 规模是其他客户的 9 倍。CEO Scott Russell 称竞争焦点在于问责而非最聪明的智能体,AI 智能体与人类需按同一标准在运行时接受约束。
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