NICE inContact continues to capitalize on CXone
growth in Europe
NICE inContact (Nasdaq: NICE) today announced that it
received the highest product scores across four of five use cases
in the Gartner Critical Capabilities for Contact Center as a
Service1 report, including the highest scores in both geographic
use cases, Western Europe and North America, and two application
use cases, customer engagement center and agile contact center, for
CXone. Gartner's report evaluates 12 unique critical capabilities
within each use case.
The Gartner Critical Capabilities report states, “By 2022,
contact center as a service will be the preferred adoption model in
50% of contact centers, up from approximately 10% in 2019.” NICE
inContact continues to capitalize on CXone growth in Europe.
NICE inContact was named a Leader in the Gartner Magic Quadrant
for Contact Center as a Service, North America2 report, in which it
achieved the highest and furthest overall position for ability to
execute and completeness of vision. Further, NICE inContact
achieved the furthest overall position for completeness of vision
in the Gartner Magic Quadrant for Contact Center as a Service,
Western Europe3 report.
“Market momentum in Europe is with CXone, as more and more
organizations choose our complete, unified, and intelligent cloud
contact center solution that powers them to deliver fast, easy and
seamless digital-first omnichannel customer experiences,” said
Paul Jarman, NICE inContact CEO. “NICE inContact is
capitalizing in Europe and rapidly accelerating in-market
execution. Our customer-obsessed vision and focus on the region are
fueling significant growth.”
NICE inContact has proven success with customers across a broad
range of company sizes and verticals around the globe. CXone has
hundreds of thousands of agents in the cloud in more than 100
countries. NICE inContact in-market execution teams support
customer needs from presales to services to account management and
ongoing support. NICE inContact CXsuccess customer services
partners with contact center leaders at every step of their journey
to help them achieve ongoing business value realization.
Jarman continued, “We believe this recognition of our
critical capabilities applied to real-world use cases, including
Western Europe and North America, as well as recognition in both
Gartner Magic Quadrant North America and Western Europe CCaaS
reports, demonstrates our commitment to helping customers with
their customer service digital transformation strategic initiatives
while empowering them to achieve their business goals with
CXone.”
CXone delivers the world’s most comprehensive digital-first
omnichannel offering; end-to-end artificial intelligence
capabilities that span the entire customer and agent support
experience; broad customer relationship management (CRM) and
Unified Communications as a Service (UCaaS) integrations; and over
100 pre-integrated partner offerings on the CXexchange marketplace.
NICE inContact high availability AWS data centers in Germany give
organizations regional access to a complete suite of cloud
applications that serves local needs and enables organizations to
comply with European GDPR data privacy regulations.
To read the full complimentary copy of the Gartner Critical
Capabilities for Contact Center as a Service report click here. To
read the full complimentary copy of the Gartner Magic Quadrant for
Contact Center as a Service, North America report click here. To
read the full complimentary copy of the Gartner Magic Quadrant for
Contact Center as a Service, Western Europe report click here.
1Gartner, “Critical Capabilities for Contact Center as a
Service”, Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019.
2Gartner, “Magic Quadrant for Contact Center as a Service, North
America,” Drew Kraus, Steve Blood, Simon Harrison 15 October 2019.
3Gartner, “Magic Quadrant for Contact Center as a Service, Western
Europe,” Simon Harrison, Steve Blood, Drew Kraus 15 October
2019.
Gartner disclaimer Gartner does not endorse any vendor,
product or service depicted in its research publications, and does
not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner's research organization and
should not be construed as statements of fact. Gartner disclaims
all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness
for a particular purpose.
About NICE inContact NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. 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, may,
will, intend, project, 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 the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; 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; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. 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 Securities and
Exchange Commission, 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/20191030005465/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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