NICE inContact positioned highest for Ability
to Execute in the Leaders quadrant of the Gartner 2020 Magic
Quadrant for Contact Center as a Service
NICE inContact, a NICE
business (Nasdaq:
NICE), today announced
that Gartner has recognized the company as a Leader in the 2020
Gartner Magic Quadrant for Contact Center as a Service (CCaaS)
report. The company was positioned the highest overall for its
ability to execute.
This Gartner 2020 Magic Quadrant evaluates CCaaS providers that
can serve customers around the globe. This is the first year the
Magic Quadrant has evaluated vendors in one global report,
assessing providers based on global execution and vision. This
Magic Quadrant provides the following quadrant description for
Leaders: “Leaders are best described as suppliers with strong
support for the four pillars of great customer service, and with an
ability to serve multinational organizations with local sales and
support organizations. Leaders are more likely to serve customers
through channel partners and have strong brand recognition, which
has resulted in a large installed base or above-average market
growth as a result of customer demand. Leaders also benefit from
being able to support varying levels of deployment complexity,
including integrations with partners through established
marketplaces.”
NICE inContact serves companies of all sizes with its cloud
customer experience platform, CXone, fueling exceptional
experiences for both customers and agents by unifying Customer
Analytics, Omnichannel Routing, Workforce Engagement Management,
and Automation & Artificial Intelligence. CXone supports more
than 500,000 agents in the cloud in more than 100 countries.
According to the Gartner report, “CCaaS solutions are largely
systems of differentiation.” The report continues, “we know from
market surveys that customers can achieve a better customer
experience in the digital channel. Organizations that wish to
capitalize on this will shift their customer service strategy to
focus on providers that offer a digital-first customer service
proposition. Emerging providers with a digital first proposition
offer an alternative approach to upgrading from legacy
customer-premises equipment.”
The report notes that “2020 has been a catalytic year for cloud
services, with the COVID-19 pandemic triggering organizations to
rethink their customer service strategies — initially to
incorporate remote working, and subsequently digital agility and
cost optimization initiatives. Most CCaaS providers have
experienced strong demand for their services through 2020, as
organizations uncover inherent inflexibility in premises-based
contact center platforms or, simply, they have been unable to cope
with sudden increases in contact volumes. Through the pandemic,
CCaaS providers have demonstrated their agility and flexibility to
rapidly deliver new services such that we expect CCaaS will
dominate contact center decision making from this year
forward.”
The report also states that “by 2024, contact center as a
service (CCaaS) solutions that include functionality from all four
pillars of customer service technology will represent 70% of all
new CCaaS deployments, up from 20% in 2019.”
“To us, this recognition from Gartner is a tremendous
accomplishment, and it reinforces that NICE inContact is committed
to the four pillars of great customer service, leading the market
with innovative solutions to help organizations around the world,
both large and small, modernize and remain agile to keep pace with
customers’ growing demands in today’s digital world,” said Paul
Jarman, NICE inContact CEO. “The digital age has transformed
the way customers interact with brands, leading to CCaaS solutions
growing increasingly popular globally. We have proven success with
customers across a broad range of company sizes and verticals
around the globe because we not only have a vision for continued
innovation but most importantly because we have a demonstrated
track record of executing to deliver the capabilities, reliability,
scale and services businesses need to achieve their goals.”
In 2020, managing a remote workforce became imperative for
preserving customer relationships with continuous service. CXone
provides remote workforce agility with an advanced workforce
engagement suite as part of the unified, cloud native CXone
platform, enabling contact centers to avoid disruptions and to
continuously manage productivity and agent performance in any
location.
Companies that want to provide extraordinary customer
experiences and continuously innovate based on customer insights
can also benefit from the advanced analytics in CXone with the
tools to understand topics and trends and to drive measurable
improvements across the omnichannel experience that their customers
receive.
To read the full complimentary copy of the Gartner report, click
here.
Gartner Magic Quadrant for Contact Center as a Service, 9
November 2020, Steve Blood, Drew Kraus, Pri Rathnayake. 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 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 Mr. 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/20201113005080/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com, ET Investors Marty Cohen,
+1 551 256 5354, ir@nice.com, ET Yisca Erez +972 9 775 3798,
ir@nice.com, CET
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