Real-World AI for Contact Centers
by Amanda Dingus
July 21, 2025
AI in the contact center isn’t about hype. It’s about outcomes.
Real-World AI for Contact Centers: ElevateAI’s Neeraj Verma for ICMI
Enterprise leaders face real challenges – manual processes, unpredictable audio, siloed tools, and rising customer expectations.
And that’s where NiCE ElevateAI comes in.
Built for real-world contact centers, ElevateAI helps enterprise teams automate faster, scale smarter, and improve performance – without complexity.
That’s the focus of a new ICMI article by Neeraj Verma, VP of AI at NiCE and founder of ElevateAI. He shares how NiCE ElevateAI has grown from an internal innovation to a powerful, real-world AI solution transforming enterprise customer experience.
“ElevateAI wasn’t a spin-out. It was a direct response to the implementation challenges enterprise teams were facing every day.”
Purpose-Built AI for Contact Centers – Not Adapted, Designed
Most AI platforms were built for general use. NiCE ElevateAI was purpose-built for contact centers from day one.
That means it understands:
- Crosstalk and overlapping voices
- Poor-quality or noisy audio
- Industry-specific language and intent
Designed to Scale – From 100 Calls to 10 Million
Enterprise teams don’t have time for stitched-together point solutions. NiCE ElevateAI brings transcription, summarization, sentiment, and coaching into one solution – with enterprise-grade scale and speed. You can start with free, daily interactions via our 1K Every Day program, then scale seamlessly across your global teams.
Open APIs make integration fast. Enterprise-grade security and deployment options make IT teams happy.
Next-Gen Transcription Accuracy
It starts with getting the words right.
NiCE ElevateAI launched with our CX transcription engine, purpose-built for the contact center. But we didn’t stop there. Our next-gen Echo model, trained on real enterprise conversations, delivers unmatched accuracy, automatic language matching, and unparalleled speed – especially in high-volume, high-variance environments.
Noisy calls? Crosstalk? Strong accents? Echo handles them with ease.
AI That Drives Action – Not Just Insight
Many AI tools surface insights. NiCE ElevateAI goes a step further: we drive action. Our built-in Generative AI features were thoughtfully designed to solve real CX problems and include:
- AutoSummary: Instantly generate accurate call summaries
- Agent Action Items: Create a list of next steps after every interaction
- Agent Coaching Assistant: Give real-time, AI-driven coaching and feedback
Enterprise teams can reduce manual tasks, boost QA, and improve agent performance – in one place, all without the need to piece together disparate point solutions.
Explore: Turn Hidden Data Into Real CX Gains
You shouldn’t need a data team to understand what’s happening in your contact center. With ElevateAI Explore, our no-code dashboard tool, NiCE ElevateAI gives you instant insight into:
- Accuracy and transcription quality
- Customer sentiment trends
- Agent behaviors and outliers
- Contact center performance over time
It’s all visual. All widget-based. And all actionable.
Easy to Integrate, Easy to Try
In the ICMI article, Verma notes that all capabilities are delivered via open APIs and available through NiCE ElevateAI’s consumption-based pricing model. ElevateAI offers a unique pricing model, meeting every user, every customer where they are, to encourage real-world AI production at scale.
Ready for Real-World AI?
Whether you’re exploring AI for the first time or scaling AI across your global CX organization, NiCE ElevateAI delivers measurable value – fast. Contact us or schedule a strategy session to get started.
- Read the full article on ICMI: Real-World AI for Contact Centers: Meet ElevateAI
- Visit ElevateAI In The News
- Schedule a Strategy Session
- Get started today
Start for free. Scale infinitely. That’s ElevateAI.
Photo Source // Unsplash: Van Tien Le
