Salt Lake City, UT, USA, Sept, 2018 -- NICE inContact, a NICE (Nasdaq: NICE) business, announced that NICE inContact CXone has been named a leader for Cloud Contact Centers by Forrester Research. CXone received the highest possible score in the market presence category and is top ranked in the current offering category. The Forrester WaveTM: Cloud Contact Centers, Q3 20181 positions CXone among the most significant cloud contact center solutions in the market.
In addition to receiving the highest possible score in market presence and being top ranked in current offering, CXone received top scores in three of 10 evaluated subcategories:
CXone also received among the top scores in these subcategories:
Reporting and analytics
"An earlier start in cloud has afforded certain vendors first-mover advantage, as they’ve been able to flesh out their suites with differentiated features," stated the Forrester Research report. The report noted, "The combination of NICE and inContact (acquired by NICE in 2016) has culminated with CXone – a full-featured, multitenant contact center offering with native WFO and analytics."
In addition to affirming that cloud is the future of the contact center software market, Forrester emphasized the importance of native WFO, "Native WFO allows a broader range of contact center managers, team leaders, and agents to navigate across the contact center system using a common user interface. A consolidated set of operational data, agent evaluations, and schedules provides a foundation for AI applications that will further boost contact center efficiency and effectiveness."
"Today, to win in the customer experience economy, companies must compete at a higher level. Organizations of all sizes are choosing CXone to power exceptional customer experiences in order to build loyalty, wallet share, and advocacy," said Paul Jarman, NICE inContact CEO. "We are honored that CXone was named a leader in the Cloud Contact Center Wave evaluation and believe this demonstrates NICE inContact’s dedication to a customer-obsessed business vision, product strategy, and in-market execution for CXone – delivering a unified suite on a flexible and powerful open cloud customer experience platform."
The Forrester Wave: Cloud Contact Centers, Q3 2018 identifies and evaluates 11 of the most significant Cloud Contact Center vendors based on a 32-point criteria including current offering, strategy, and market presence.
This first ever Forrester Wave for Cloud Contact Centers provides a resource for organizations that are seeking to improve customer experience (CX) and reduce operating costs by modernizing their contact center technology. Increasingly contact centers of all sizes, including large enterprises, are moving to the cloud to achieve their business goals and win in the experience economy. As noted in the Forrester Wave, "As on-premises contact center technology becomes outdated and less effective, improved systems architected for cloud-based delivery that support AI, workforce optimization (WFO), and omnichannel will dictate which providers lead the pack."
Posted by Veronica Silva Cusi, news correspondent
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine 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.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Friday, September 28, 2018
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