Salt Lake City, UT, USA, Oct, 2019 -- NICE inContact (Nasdaq: NICE) announced that it has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America1 report. NICE inContact achieved the highest and furthest overall position for its ability to execute and completeness of vision, respectively, and has been named a Leader every year since this Magic Quadrant’s inception2. NICE inContact (CXone) received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service3 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.
The Gartner report states, "Although this Magic Quadrant focuses on North American capabilities, the ability to serve more continents has been taken into account in this year’s assessment."
According to the Gartner report, "A single contact center application supporting all channels offers better support for familiar tools applied across all interaction-handling scenarios, and the ability to leverage a cloud application ecosystem to build out more customer-centric capabilities." Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless digital-first customer and agent experience – as part of a complete enterprise-grade, cloud native platform.
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"Consumers expect only the best experiences from brands – fast, easy, seamless and personalized – each and every time they communicate. At NICE inContact, our focus is to help organizations of all sizes deliver those exceptional experiences no matter how their customers choose to interact with them – whether by chat, text, social media messaging, phone or myriad of other channels used around the world," said Paul Jarman, NICE inContact CEO. "Winning customer loyalty, advocacy and wallet share in today’s experience economy calls for a cloud customer experience platform that’s complete, unified, and intelligent. That’s CXone."
The Gartner report further states, "Companies evaluate vendors and select them based on their ability to provide support for nonvoice channels (email, web chat, video chat, social, and so on) in their customer service environments." 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; and broad customer relationship management (CRM), Unified Communications as a Service (UCaaS), and third party systems integrations. CXone is the first and only FedRAMP authorized cloud contact center (SaaS) solution, and also maintains compliance and certifications with various industry standards including Payment Card Industry (PCI) Level 1 and General Data Protection Regulation (GDPR). Outcome-oriented NICE inContact CXsuccess customer services partners with contact center leaders at every step of their journey for ongoing business value realization.
This Magic Quadrant provides the following quadrant description for Leaders: "Leaders are best described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration with a variety of third-party systems."
"NICE inContact is pleased to be recognized as a Leader and to achieve the highest and furthest overall position for ability to execute and completeness of vision, respectively. We believe NICE inContact’s Leader position further proves that our strategy to provide a unified suite has become a core tenet of the CCaaS market," said Paul Jarman.
Jarman continued, "NICE inContact also received the highest product scores across four of five use cases, including geographic use cases for Western Europe and North America, in the Gartner Critical Capabilities for Contact Center as a Service report. We believe this recognition confirms our focus on and commitment to help organizations of all sizes across the globe deliver superior agent and customer experiences in order to achieve their business goals."
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Tuesday, October 22, 2019
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