#contactcenterworld, @NICELtd, @Gartner_inc
Hoboken, NJ, USA, Aug 8, 2023 - NICE (Nasdaq: NICE) announced that Gartner has recognized NICE as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. NICE placed the furthest overall for its Completeness of Vision in the Leaders Quadrant. This marks the ninth consecutive year that NICE has been named a Leader in the CCaaS Magic Quadrant.
This 2023 Gartner Magic Quadrant for CCaaS states, "The contact center market is migrating from on-premises to cloud based CCaaS solutions, including those with many thousands of agents and advanced digital and self-service requirements. This research will help customer service and support technology leaders find the right provider for their needs."
"CCaaS is now the go-to technology for most organizations looking to procure or replace traditional on-premises contact center technologies. CCaaS solutions are also starting to be deployed in multithousand-seat environments, even though these may comprise multiple smaller entities. This reflects the desire of customer service organizations to consolidate multiple stand-alone environments and move forward with a single, strategic supplier, preferably in the cloud."
"We are thrilled to see that our substantial investment in CX innovation along with our significant business success is reflected in the report and we are recognized as a Leader by Gartner for the ninth consecutive year," said Barry Cooper, President, CX Division, NICE. "We believe this recognition from Gartner amplifies NICE’s ongoing commitment to lead the next generation of customer service with CXone. CXone, with advanced AI capabilities and a complete approach to managing full customer journeys across unattended, attended, digital and voice interactions, is allowing organizations to differentiate through customer experience in today’s digital era."
*NICE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NICE inContact in the same report from 2017 until 2019. The report name was updated to Magic Quadrant for CCaaS starting 2020.
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: Wednesday, August 9, 2023
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