Unlocking the Future of Contact Centers
by Amanda Dingus
July 14, 2025
NiCE VP of AI Products – and NiCE ElevateAI GM and Founder – Neeraj Verma recently sat down with CMSWire to discuss the future of contact centers, innovative technologies, and the models and mindset underpinning the latest releases across ElevateAI.
Unlocking the Future of Contact Centers: ElevateAI’s Neeraj Verma Talks to CMSWire
In the fast-paced world of contact centers, efficiency is everything – yet small and mid-sized centers often lack the tools that larger organizations take for granted. A new article from CMSWire, “Democratizing AI: Transcription Tools for Everyone,” explores how ElevateAI is changing that dynamic with affordable, scalable AI-powered transcription and Generative AI-powered tools.
The Challenge?
Too many agents are bogged down with after-call work, juggling multiple screens across multiple platforms, and experiencing rising stress levels. In fact, according to NiCE and CMSWire research, 69% of contact center agents report increased workloads over the past two years.
But as highlighted in this CMSWire article, NiCE ElevateAI has stepped in with a game-changing solution.
“Transcription services are no longer simple nice-to-haves; they’re a critical part of the customer experience.” — Neeraj Verma, NiCE ElevateAI
NiCE ElevateAI: Enterprise-Grade Tools, Now for Everyone
The real magic lies in NiCE ElevateAI’s ability to bring enterprise-grade transcription to smaller centers – without the enterprise price tag. By offering 1,000 free call summaries – roughly 50 agents’ worth – and focusing on fast, lightweight Small Language Models (SLMs), NiCE ElevateAI is making it simple for leaders to integrate AI into their workflows and make a solid business case to their executives.
Simplifying the Agent (and Customer) Experience
Beyond reducing after-call work, NiCE ElevateAI serves as a centralized knowledge base, helping agents find answers instantly – and keeping customers off hold.
“I don’t want to be on the phone for three hours while someone searches through 30 different knowledge bases,” Verma noted. “I expect my questions answered instantly.”
Objective Oversight at Scale
NiCE ElevateAI also empowers supervisors with full-scale performance oversight – not just the 1-2% of calls typically reviewed. This data-driven approach results in fairer, more objective evaluations, which agents in NiCE’s internal research say they actually welcome.
The Bottom Line?
AI is no longer out of reach for smaller organizations. With tools like NiCE ElevateAI, contact centers can finally reduce agent burnout, improve service quality, and unlock operational efficiencies at scale.
Want to dive deeper?
- Read the full article, Democratizing AI: Transcription Tools for Everyone via CMSWire
- Visit ElevateAI In The News
- Get started today
Start for free. Scale infinitely. That’s ElevateAI.
Photo Source: Unsplash // Ana Achim
