NICE inContact Named the Market Share Leader in Cloud-Based Contact Center Infrastructure by DMG Consulting
January 28 2021 - 6:30AM
Business Wire
Independent industry analysis estimates NICE
inContact leads in market share by seats
NICE (Nasdaq: NICE) today announced that NICE inContact has been
named in DMG Consulting’s 2020-2021 Cloud-Based Contact Center
Infrastructure Product and Market Report as the market share leader
based on seats. The 13th annual report from DMG, a leading
independent research and consulting firm, which explores the
competitive landscape, market share, projections and adoption
rates, also cites expected added momentum for this market as more
businesses move their contact centers to the cloud.
According to the report, the cloud contact center industry has
experienced significant growth over the past 10 years and cloud
contact center as a service (CCaaS) adoption is expected to
accelerate in 2021.
“In the wake of the COVID-19 pandemic, the cloud has emerged as
a powerful tool to ensure business continuity amid rapidly changing
industry environments,” said Donna Fluss, President, DMG
Consulting. “Leading cloud-based contact center solutions
providers are enabling contact centers to take advantage of the
lessons learned from 2020 and thrive in the years to come.”
Paul Jarman, NICE inContact CEO said “Our own research
has shown a rapid acceleration of cloud adoption in the last few
months. The NICE inContact CX Transformation Benchmark found that
66 percent of contact center leaders who previously did not rely on
the cloud planned to make the switch as a result of the COVID-19
pandemic. Cloud contact center technology, such as NICE inContact
CXone, provides the foundation for the digital, omnichannel
flexibility needed to achieve success.”
NICE inContact was one of nine vendors to fully meet DMG’s
participation criteria to be analyzed in this edition of the
Cloud-Based Contact Center Infrastructure Product and Market
Report. Requirements for evaluation included offering a cloud-based
contact center infrastructure solution or platform that handles
omnichannel routing and queuing, as well as the ability to support
multiple tenants on the same computing platform.
NICE inContact CXone delivers the world’s most comprehensive
digital-first omnichannel offering in the Contact Center as a
Service (CCaaS) market. With digital-first omnichannel, CXone makes
it possible for organizations of all sizes across the globe to
reach more customers using voice and a vast range of digital
channels such as SMS text, Facebook Messenger, Twitter, or WhatsApp
– all unified on the CXone cloud customer experience platform.
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 Optimization, 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
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/20210128005494/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
ET, 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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