Manasi Saraf Joshi, on the occasion of National Technology Day today (May 11, 2018), spoke with Darren Rushworth, President, NICE APAC and Sanjay Gupta, Managing Director, Asia Pacific, NICE Technology regarding how companies are adopting technologies such as artificial intelligence (AI), machine learning (ML), and cloud computing for better customer satisfaction.
Q Where does India stand in the fifth generation technology?
Darren: In terms of technologies, the number of technology users in India is growing by leaps and bounds. There is a change in expectations from Indian customers. India has a huge young population and thus is creating various notable channels. They are the force behind the innovation and technology upgrades.
We at NICE, do the analytics of customers experiences and how big data can benefit them. For wider solutions, we use technology. In India, NICE majorly helps enterprises to enhance customer experience, improve the bottom line by streamlining operational efficiency and make them stand out in their competitive markets. Our headquarters is in Israel and we operate in more than 150 countries and have a base of 6,000 employees for servicing 25,000 customers worldwide.
Q What does NICE do?
Sanjay: We have three main areas of activity - perfecting customer experience, powering public safety and financial crime prevention and compliance. Our solutions allow enterprises to know their customers, act in real time and ensure that every employee is engaged. We help security organisations and emergency services protect people and assets, by anticipating, managing and mitigating safety, security and operational risks. We adhere to security compliance given by local government and global parameters.
Q How are technologies shaping up?
Darren: If we talk about the four parameters in terms of customer experience, the technologies include analytics, automation robotics which means innovation with the machine, computing cloud which consists of cloud platforms and artificial intelligence. Organisations turn to NICE to operationalise this data to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security.
Q What is your take on the conflict between man and machine?
Sanjay: Artificial intelligence takes away the mundane work. The entire automation depends on technologies created by the sharp or intelligent minds. Thus, it helps in anticipating the customers perspective and can help in delivering as per their choice. It actually creates qualified jobs.
NICE, an Israel based cloud and on-premise enterprise software provider, had organised the second edition of Technovation event in Pune on May 3 and 4 at NICE GTC Pune. The two-day comprehensive conference held explored the world of disruptive technologies such as big data, artificial intelligence (AI) and machine learning and its role in transforming business operations, reworking business strategy and devising a new approach for growth.