News : NICE inContact CXone Rated Highest in Product Satisfaction by Customers in DMG Consulting Report
Salt Lake City, UT, USA, Dec, 2017 -- NICE inContact (Nasdaq:NICE) announced that CXone cloud customer experience platform received the highest average product satisfaction rating from its customers, according to a new report by contact center and back-office research and consulting firm DMG Consulting LLC.
DMG Consulting’s 2017-2018 Cloud-Based Contact Center Infrastructure Market Report presented product satisfaction ratings, broken down into several categories, as collected from cloud contact center users. NICE inContact CXone received the highest marks in 16 of 19 individual categories, including a perfect score in 14. Among the top-ranked aspects of CXone were its multi-skill routing and queueing features, ease of configuration/use/maintenance, supervisor interface and user experience, IVR features and functionality, blended (inbound/outbound) capabilities, and recording features, as well as real-time, historical and ad-hoc reporting, platform reliability and system scalability categories. As a result, NICE inContact had the highest average product satisfaction rating of all companies represented in the DMG report.
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"As of the end of 2016, DMG estimates that the revenue size of the cloud-based contact center infrastructure market (excluding carrier revenue) was at least $2.8 billion. [As this] figure represents only 11.4% of contact center seats, the revenue potential for the cloud-based contact center infrastructure market is in the tens of billions," according to the Cloud-Based Contact Center Infrastructure Report. "Selecting the right vendor partner when buying a cloud-based contact center infrastructure solution is critical for the success of the initiative because vendors will ultimately be running a vital part of the infrastructure and operations, and the client organization will need to work closely with this vendor to achieve mutual success," said Donna Fluss, President of DMG Consulting."
Paul Jarman, CEO of NICE inContact: "NICE is the recognized worldwide leader in contact-center-as-a-service technology, with the most cloud native revenue and deployments. CXone is designed to meet the needs of organizations of all sizes empowering agents to positively and productively interact with customers in any channel. As evident from the customer product satisfaction results in the 2017-2018 DMG Consulting report, we continue to ensure our customers get the best cloud contact center solution and receive the best support and service, as we build together the experience center of tomorrow."
Posted by Veronica Silva Cusi, news correspondent
Source: Nice inContact
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About NICE inContact:
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
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: Friday, December 22, 2017
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