List of Nice Enlighten AI for CX Customers
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Since 2010, our global team of researchers has been studying Nice Enlighten AI for CX customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nice Enlighten AI for CX for Generative AI Platforms from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nice Enlighten AI for CX for Generative AI Platforms include: Carnival Corporation, a United States based Leisure and Hospitality organisation with 115000 employees and revenues of $25.02 billion, National Grid USA, a United States based Utilities organisation with 18177 employees and revenues of $15.20 billion and many others.
Contact us if you need a completed and verified list of companies using Nice Enlighten AI for CX, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Carnival Corporation | Leisure and Hospitality | 115000 | $25.0B | United States | Nice Systems | Nice Enlighten AI for CX | Generative AI Platforms | 2024 | n/a |
In 2024, Carnival Corporation implemented Nice Enlighten AI for CX as part of its investments in Generative AI Platforms to augment customer experience and contact center operations, including deployments supporting Carnival UK operations. The implementation centers on purpose-built AI for CX capabilities designed to support both attended and unattended interactions, with a focus on agent augmentation and interaction-level intelligence.
Configured modules emphasize real-time agent assistance, automated conversational handling, and interaction analytics to surface intent and sentiment for downstream routing and workforce guidance. Nice Enlighten AI for CX is used to enable personalized, context-aware responses and to streamline agent workflows, applying generative models to synthesize summaries and recommended actions consistent with contact center use cases.
The deployment aligns with NICE’s cloud native CXone interaction-centric platform, reflecting a platform architecture that couples Enlighten’s generative AI services with CXone orchestration and channel unification. Operational coverage targets customer-facing contact center teams and employee engagement functions, with configuration scoped to voice and digital channels commonly consolidated on CXone.
Governance emphasizes CX and employee experience workflows, with rollout coordinated across CX teams to embed Enlighten-driven automation into agent scripts and quality review processes. For Carnival UK the implementation explicitly aimed to augment employee work to enable employees to work smarter and faster but not harder, reflecting an employee engagement outcome cited in NICE communications.
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National Grid USA | Utilities | 18177 | $15.2B | United States | Nice Systems | Nice Enlighten AI for CX | Generative AI Platforms | 2025 | n/a |
In 2025, National Grid USA deployed Nice Enlighten AI for CX as a strategic component of its CXone Mpower adoption. Nice Enlighten AI for CX is positioned within National Grid USA’s Generative AI Platforms portfolio to enhance contact center analytics and automate CSAT measurement across agent workflows.
The implementation targeted National Grid’s contact center operations supporting New York and Massachusetts, covering approximately 2100 agents. Deployment scope emphasized interaction management, workforce automation, and open data access to enable business teams and analysts to consume interaction metadata and transcripts for operational decision making.
Functional modules implemented include Workforce Management IEX, Quality Management, Interaction Analytics, Enlighten AI for CSAT, Recording, Employee Engagement Manager, and Interaction Hub. Configuration work enabled automated scheduling and quality evaluation workflows, support for complex union-based scheduling and shift bidding rules, historical playback for interactions, and Power BI based custom reporting through open APIs.
Integration and data consolidation efforts centralized 30 million interactions originating in Calabrio and Witness into the cloud-based Interactions Hub, providing unified playback for historical and production calls. The solution was configured for multi-ACD operation with the incumbent Cisco ACD during a phased transition, and exposed interaction data to Power BI and other upstream reporting consumers via open APIs.
Governance and operational change were driven by NICE Value Realization Services, which provided phased implementation guidance, coaching, and ongoing process optimization to increase platform utilization. Reported outcomes from the engagement include a 40% improvement in analytical efficiency, a 25% improvement in operational efficiency, a 10% reduction in overtime, a 10% reduction in overstaffing, and uplift in tool utilization to 80 to 90 percent, reflecting adoption and workflow automation gains.
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