SPARK Matrix Customer Journey Analytics 2020 Recognizes NICE Nexidia as Technology Leader & Cites NICE ENLIGHTEN as a Differe...
December 03 2020 - 8:05AM
Business Wire
The Quadrant Knowledge report recognizes NICE’s
strengths in AI and highlights its sophisticated technology
platform, including Journey Excellence Score as distinctive
differentiators
NICE (Nasdaq: NICE) today announced that it has been
recognized as a Technology Leader by Quadrant Knowledge Solutions
for its Customer Engagement Analytics offering. In its SPARK
Matrix: Customer Journey Analytics 2020 Report, Quadrant Knowledge
noted NICE Nexidia’s “sophisticated technology platform offering
distinctive customer journey analytics differentiators” in the
integrated analysis of structured and unstructured customer
interactions. NICE ENLIGHTEN and Journey Excellence Score (JES)
feature among the top strengths acknowledged in the report.
Priyanka Panhale, Analyst, Quadrant Knowledge Solutions,
said, “The COVID 19 pandemic has impacted organizations globally
who are gradually shifting to adopt new business models to sustain
themselves in this challenging environment. Nevertheless, brands
will continue to invest in their digital capabilities to strengthen
operations with a prime focus on delivering an advanced customer
experience to gain a competitive advantage in the future. We
believe customer engagement analytics solutions, enriched with AI
that provide comprehensive insights and drive actions to boost
experiences, such as those by NICE Nexidia, are critical for
organizations to pivot to success.”
The Quadrant Knowledge report cites several strengths and
differentiators for NICE Nexidia Customer Engagement Analytics,
including noting that the solution comprises “full spectrum”
journey and interaction analytics, industry-leading AI, intuitive
and flexible visualizations, and secure and scalable deployment
models.” Another key strength highlighted by Quadrant Knowledge is
that NICE ENLIGHTEN “drives and enhances customer and employee
satisfaction by providing deep insights and immediately converting
them into actions. Additionally, it enables agents, team leaders,
managers, and executives to remotely monitor customer and
business-related KPI’s.” NICE Nexidia’s unique Journey Excellence
Score (JES), an AI-powered metric to measure customer experience
across omnichannel journeys is also noted in the report.
The SPARK Matrix 2020 acknowledges NICE Nexidia’s robust
presence in North America as well as its expansion in Europe and
Asia Pacific. NICE’s strength in the top verticals, including
telecom, healthcare, public sector, banking & financial
services, hospitality & travel, and retail and e-commerce, is
also noted in the report, in addition to the “comprehensive”
roadmap for these solutions.
Barry Cooper, NICE Enterprise Group President, said,
“NICE is proud to be recognized by Quadrant Knowledge as a
Technology Leader in its inaugural 2020 report evaluating Customer
Engagement Analytics solutions. NICE has recently invested heavily
in order to re-invent how organizations use CEA solutions to enable
them to leapfrog from insights into actions that influence
customers’ experiences and journeys. The most significant of these
is NICE ENLIGHTEN which is the first comprehensive AI framework for
customer engagement which interprets and predicts human behaviors
by objectively measuring all interactions. This recognition from
Quadrant Knowledge serves as a strong acknowledgment that we
deliver on exactly that.”
Quadrant Knowledge Solutions’ SPARK Matrix for Customer Journey
Analytics provides a snapshot of key market participants and a
visual representation of their positioning, along with strategic
insights on how each vendor participant ranks related to their
competitors across several axis representing a range of performance
parameters coinciding with technology excellence and customer
impact. These coordinates are then used to create the final SPARK
Matrix.
About NICE 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 Mr. Cooper, 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/20201203005548/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
ET chris.irwin-dudek@nice.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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