CXone ranks top in both current offering and
strategy, earns highest possible scores in 29 of the 33
criteria
NICE inContact, a NICE
business (Nasdaq: NICE),
today announced that NICE inContact CXone, the world’s #1 cloud
customer experience platform, has been recognized as a leader for
Cloud Contact Centers by Forrester Research. The Forrester Wave™:
Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report
identifies CXone among the most significant cloud contact center
platforms in the market, with CXone receiving the highest possible
score in the “market presence” category and securing top ranking in
the “current offering” and “strategy” categories.
NICE inContact CXone earned the highest possible scores in 29 of
the 33 criteria used by Forrester to evaluate 10 of the most
significant cloud contact center vendors.
Forrester Wave author Art Schoeller, vice president and
principal analyst, noted the following in the report: “As
on-premises contact center (CC) software becomes outdated and less
effective, integrated CCaaS suites improve omnichannel and
workforce optimization (WFO) — as well as enable a broader range of
AI applications.”
For companies seeking a cloud contact center provider,
Forrester’s independent research provides in-depth analysis and
insights to aid in the decision-making process. According to the
Forrester Research report: “NICE inContact lights it up with
best-in-class WFO, a broad channel mix, and scale.” The report
continues: “Shortlist NICE inContact when seeking innovative
customer experiences across a wide set of channels with strong
agent management capabilities.”
In addition to receiving the highest possible score in the
“market presence” category and being top-ranked in the “current
offering” and “strategy” categories, CXone was also among the
highest scores in six of seven evaluated criteria within the
Strategy category, including “product vision,” “execution road
map,” “customer success,” and “partner ecosystem.”
Schoeller wrote, “Today’s vibrant contact center market is
defined by a shift to multitenancy, integrated suites that overlay
customer interaction management, self-service, embedded AI, and
enhanced workforce optimization. These elements have come together
to lay the groundwork for change and differentiation in the CCaaS
market.”
CXone received top scores in Current Offering, including
“routing algorithms,” “quality monitoring,” “contextual data
management,” and “text and speech analytics.”
CXone was also among the highest scores in 17 of 24 evaluated
criteria in Current Offering, including:
- High reliability
- Number of customer service agents (users)
- User experience strategy and design
- Analysis tools
- Omnichannel agent desktop
- Breadth of CRM integration capabilities
- Workforce management
- Support for agent-assisted touchpoints
- Support for self-service capabilities
“Our position as a leader in this evaluation is no accident,”
said Paul Jarman, NICE inContact CEO. “We believe it’s the
result of our pioneering efforts in innovation and our unwavering
commitment to partner with our customers to help them build
customer relationships that last. This recognition from Forrester
Research is, in our opinion, a testament to our ongoing dedication
to delivering agility and seamless customer experiences for contact
centers of all sizes.”
To read the full Forrester report click here.
About NICE inContact
NICE inContact works with organizations of all sizes to create
extraordinary and trustworthy customer experiences that create
deeper brand loyalty and relationships that last. With NICE
inContact CXoneTM, the industry’s most complete cloud customer
experience platform, we combine best-in-class Customer Analytics,
Omnichannel Routing, Workforce Engagement, Automation and
Artificial Intelligence, all on an Open Cloud Foundation to help
any company transform every single customer interaction. See how
our customer-centric expert services, innovative software,
extensive ecosystem of valuable partnerships, and over a decade of
global experience can help you transform every experience and
customer relationship for lasting results. NICE inContact is
recognized as a market leader by the leading industry analyst
firms. www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20200826005549/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354 ET,
ir@nice.com Yisca Erez +972 9 775 3798 CET, ir@nice.com
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