News : NICE inContact CXone Rated Highest in Product and Overall Vendor Satisfaction
NICE inContact, a NICE (Nasdaq: NICE) business, announced that NICE inContact CXone – a cloud customer experience platform – received the highest average product satisfaction rating from its customers as well as the highest rating for overall vendor satisfaction, according to a new report by contact center, back-office and real-time analytics research and consulting firm DMG Consulting LLC.
DMG Consulting’s 2018-2019 Cloud-Based Contact Center Infrastructure Product and Market Report presents product as well as vendor satisfaction ratings, each broken down into several categories, as collected from cloud contact center users.
NICE inContact CXone received the highest average product satisfaction rating of all companies represented in the DMG report. Among the top-ranked aspects of CXone are its administrator interface and user experience, recording features, business intelligence capabilities, compliance features, and ease of integration with third-party applications.
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NICE inContact received top scores in eight of 13 total vendor categories – more than any other vendor evaluated – including perfect scores for overall vendor satisfaction and ease of doing business. Additional top-ranked attributes of NICE inContact were vendor communication, current product, training, system upgrades, innovation, and product pricing.
"Enterprises worldwide increasingly recognize that cloud-based solutions provide benefits that on-premise applications lack, and organizational concerns regarding privacy and security in the cloud have eased over time. At the culmination of our annual research on the CBCCI market, DMG is impressed and excited about the enhancements and changes to these solutions, and the future of this sector," said Donna Fluss, President of DMG Consulting.
"It’s especially meaningful for NICE inContact CXone to receive this recognition in the 2018-2019 DMG Consulting report because it comes from customers," said Paul Jarman, NICE inContact CEO. "CXone meets the needs of organizations of all sizes across the globe, powering agents to engage easily with customers across multiple channels with a unified solution, NICE inContact is dedicated to delivering innovative and cost efficient technology to help companies achieve their business goals while consistently delivering exceptional customers experiences."
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About NICE inContact:
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Thursday, January 24, 2019
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