News : NICE inContact Recognized as a Leader By Research Firms
NICE inContact, a NICE (Nasdaq: NICE) business, announced that multiple industry analyst firms have recognized NICE inContact and NICE inContact CXone, a cloud customer experience platform, as a leader among cloud contact center platforms.
NICE inContact CXone was recognized as a leader in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category, received the highest score possible in the market presence category, and achieved the highest possible scores in 23 of 32 criteria.
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.
Ventana Research ranked NICE inContact CXone in the top overall spot in its Contact Center in the Cloud Value Index, 2018 Vendor and Product Assessment. NICE inContact CXone achieved a top three rating in six out of seven evaluation categories, earning the #1 overall ranking in the Value Index. NICE inContact ranked first outright in four of the seven categories: Usability, Adaptability, Capability, and Validation.
Of the Ventana Research Value Index’s seven categories, five evaluate the ability to support the breadth and depth of contact center processes, while two consider vendor validation and total cost of ownership/return on investment.
"We feel that our position as a leader in these reports from highly respected analyst firms is credible, independent validation of why NICE inContact CXone is the top cloud customer experience platform available on the market today," said Paul Jarman, CEO of NICE inContact. "We are committed to helping businesses of all sizes consistently deliver the best customer experiences possible while also reducing costs – in the cloud. While each report has its own way of evaluating vendors and products, combined they all add up – NICE inContact CXone is a leader in helping contact centers deliver exceptional customer 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.
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, December 7, 2018
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