Hoboken, NJ, USA, Mar, 2022 -- NICE (Nasdaq: NICE) announced that it has been recognized as a MetriStar Top Provider in the Contact Center Platform category from among 16 companies evaluated. Based on a ranking of sentiment scores and proven business success among NICE customers, the Metrigy report evaluates the value realized from various contact center solutions. With both quantitative metrics and open-ended qualitative commentary, customers rated the NICE platform very highly in nearly every area. For a complimentary copy of the report, click here.
The Metrigy report gave NICE the highest overall score among the 16 contact center providers evaluated, with capabilities such as value of the product/service, security capabilities and integrations with other applications as top performing areas. The report highlighted NICE’s comprehensive customer experience portfolio as being key to its top score in both the customer sentiment and business success areas of the report. Its global reach, excellence in AI and Automation through Enlighten AI, ability to integrate with WFO and delivery of related benefits to agents and supervisors on coaching, scheduling and more were also highlighted in the report.
The evaluations driving NICE’s recognition as a top vendor were performed during Metrigy’s Customer Experience MetriCast 2022 study, which included surveys of 1,846 CX leaders from companies in 10 countries across three regions (North America, Europe, Asia-Pacific). Participants provided feedback on both the measurable business impact and their subjective assessment of contact center platforms they have been using.
Business impact was assessed using data showing before-and-after changes in relevant metrics (revenue, costs, customer ratings, and agent efficiency). Customer sentiment was based on participant ratings of the platform for its value ("bang for the buck"), features, reliability, integration, analytics and AI capabilities, support, and security. These results provided insights for ranking the correlation between the use of the contact center platforms and measurable business success.
Robin Gareiss, CEO & Principal Analyst, Metrigy, commented, "Contact center platforms are the communications core of all customer engagement technologies. They might include routing of calls to appropriate customer service agents, self-service options, omnichannel interaction capabilities, and the like. Increasingly, providers like NICE that embrace emerging technology are adding artificial-intelligence-based apps, such as conversational AI, personalized analytics and adaptive workforce optimization. In a crowded field, NICE stands out for bringing its customers both consistent business success and satisfaction. We are pleased to honor NICE’s achievement by naming them a MetriStar Top Provider."
Paul Jarman, CEO, NICE CXone, commented, "Eliminating friction in CX today demands an end-to-end contact center platform that’s powered by AI and combines digital entry points, journey orchestration, smart self-service, prepared agents and performance optimization tools. We are very pleased to see the Metrigy research provide independent recognition of the value our customers gain from our commitment to creating effortless, consistent and personalized contact center interactions."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Monday, March 14, 2022
Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.
With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.
With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall