Meet the Winners – NICE

The trophies have been given out, toasts have been made and the canapés have been eaten. After four fantastic global events recognizing the work of organizations and individuals across the cloud industry, the Digital Revolution Awards 2023 season has come to a close.

Throughout the Digital Revolution Awards 2023 events, we saw many outstanding winners take the stage, receiving a round of applause for making a positive impact on our world through cloud technology.

Now it’s time to shine a spotlight on some of those worthy victors and showcase the fantastic work that made them winners in the Digital Revolution Awards.

In this Meet the Winners blog, we’re getting to know the winner of our Digital Transformation Project of the Year award, NICE.

Digital transformation is central to creating a more efficient, productive, and healthy world. Implementing cloud technology helps us manage our resources more effectively, deliver information and services to those who need them faster, and use data to drive better outcomes.

Our Digital Transformation Project of the Year award celebrates those who are shaping the future of digital transformation through the power of cloud technology.

When searching for our winner, we were on the lookout for a truly revolutionary and highly effective transformation project delivered by a partner or consultancy for a customer—one that’s had a profound impact on the efficiency of their operations or their ability to deliver great products or services.

And the winner of this year’s Digital Transformation Project of the Year award is certainly one that has used cloud technology to make a direct and tangible social impact, during one of the most difficult periods of our lifetimes. When the COVID-19 pandemic hit, countless people lost their livelihoods, putting unprecedented pressure on government support infrastructure.

NICE is a NASDAQ-listed technology company specializing in customer experience. In this particular case of digital transformation, it was the firm’s product, ContactEngine, a proactive conversational AI platform, that took center stage.

ContactEngine enables businesses to provide proactive customer service, so they don’t have to make assumptions about the needs, wants, and actions of their customers at any point in their journey. Utilizing proactive communications before customer problems arise, ContactEngine reduces the opportunity for error or misunderstanding, keeping customers informed and happy. 

Using this cloud-powered technology, NICE transformed an overwhelmed analog system into an accessible, effective, digital platform. During an unfathomably challenging time, the team created a system fit for purpose that allowed the state of Tennessee to deliver direct help to more of its citizens faster.

In April 2020, an unprecedented volume of unemployment claims caused by the COVID-19 pandemic overwhelmed Tennessee’s Department of Labor and Workforce Development, with weekly claimants skyrocketing from 2,500 to 125,000 in just a matter of weeks.

Unable to respond to claimants individually with its existing systems, the department needed to ramp up communication quickly and deliver urgently needed responses to its struggling citizens.

At the time, ContactEngine customer Accenture was working with the state of Tennessee to augment its call center due to the region’s spike in unemployment. Recognizing the need for personalized, proactive communications, Accenture brought in ContactEngine to revolutionize the department’s processes.

The ContactEngine team worked closely with stakeholders, gathering requirements and delivering a way for the state to have proactive, helpful, and meaningful conversations with service users. The solution was a combination of SMS, voice, and emails that put communications directly into the hands of claimants. 

Throughout this crisis, ContactEngine helped with initial unemployment claims, applications, and payments to help the people of Tennessee get the support they so desperately needed.

The platform also enabled the department to connect claimants with resources to develop skills, earn education credits, build resumes, and set themselves up for success at interviews. As claimants moved through their journey and achieved re-employment, ContactEngine used its powerful reporting tools to provide helpful information to the state of Tennessee. 

In the 12 months that ContactEngine worked with Tennessee to revolutionize its unemployment claimant support, it evolved into a more capable and digitally advanced organization that directly benefits its citizens.

Here are just some of the incredible results the partnership achieved:

  • 220,000 unemployed Tennesseans assisted
  • 62% opt-in rate on the claim platform
  • 60% interaction rate with 8+ conversations
  • Up to 65% decrease in calls per claimant
  • 96% containment rate

Through this impactful digital transformation project, ContactEngine gave Tennessee the tools to help more citizens, more quickly. The support that’s now digitally delivered to those individuals is proactively reaching out to them at important moments in their unemployment journey. This vital and timely support is ensuring better outcomes at a particularly stressful and fraught time for people across the state.

Tom Jenkins, Marketing Director at NICE, said: “We’re absolutely delighted to have won the Digital Revolution Awards prize for Digital Transformation Project of the Year.

“It was a highly significant project that we were working on for the state of Tennessee, helping citizens with their unemployment benefits at the height of the pandemic. So really, really important work.

“It means a huge amount externally to NICE to have won a Digital Revolution Award. And also internally, to the teams that worked very hard on this project with the state of Tennessee to alleviate and help with unemployment benefits for their citizens at the peak of the pandemic.

“The impact of winning a Digital Revolution Award on the company is significant. We enter many awards as a business, but this one is very prestigious. It’s also a great motivator internally to see the recognition that this brings to the team that worked on this project.”

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