Hoboken, NJ, USA, Sept 15, 2017 -- NICE (Nasdaq:NICE) announced that it has been recognized as a leader in visioning and orchestration for its Customer Journey Solutions by Forrester Research.
The analyst group issued two reports positioning NICE among vendors in the market. NICE's current offering received among the top scores for journey design and planning, as well as services, client experience and usability criteria. The company had the highest score possible in parts of the strategy evaluation: in the planned enhancements, partner ecosystem, and pricing model criteria.
"The [NICE] platform lets users slice and dice journey data to visualize moments of truth, pain points, and KPI changes. It also lets users observe multiple journeys for a single customer. The platform is unique in connecting journeys to agent performance (using speech and text analytics) and employee metrics," noted the Forrester Research reports. NICE Customer Journey Solutions were also cited for their ability to "support enterprisewide journey analytics programs," as well as their scalability across channels
"In the Age of the Customer, consumers expect businesses to satiate their needs quickly and painlessly, despite exponential growth in available data and interaction channels. The NICE Customer Journey Analytics platform empowers brands to achieve, and act on, total visibility of the customer journey— identifying the quickest route from Point A to Point B, the paths more or less traveled, the real-time bottlenecks, the points of interest, and even the user reviews," said Miki Migdal, President of the NICE Enterprise Product group. "By helping organizations fully understand the customer journey, we enable them to unlock opportunities, improve brand loyalty, and drive business results both immediately and over the long haul."
The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 20171 and The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017 identify and evaluate respectively 13 and 10 of the most significant Customer Journey Analytics Visioning vendors based on a 27-point criteria including strategy, current offering and market presence. The visioning platforms report states, "Vendors that take a technology-agnostic approach to integration can deliver insights at speed across all permutations of journeys. And measuring business impact can help companies drive business results and CX differentiation."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, September 21, 2017
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