#contactcenterworld, @NICELtd, @ventanaresearch
Hoboken, NJ, USA, Nov 1, 2023 - NICE (Nasdaq: NICE) announced that it has been named a Leader in the Ventana Research 2023 Buyers Guide for Contact Centers, out of 21 vendors evaluated. NICE ranked first overall among the vendors, receiving the highest overall ranking in contact centers and the highest overall scores in product experience, capability, reliability, usability, and TCO/ROI. NICE was placed in the Exemplary category, representing vendors that performed the best in meeting the overall Product and Customer Experience requirements.
The Ventana Research 2023 Buyers Guide for Contact Centers stated, "Going forward, we expect that contact center technology will differentiate on factors like the availability of APIs to connect more dispersed tools, on ease of integration and administration, and on the ability to automate more processes across the customer lifecycle. This evaluation pays special attention to these factors, as well as to the ways in which vendors use modern artificial intelligence (AI) to improve performance across their platforms."
NICE’s CXone platform underpinned by Enlighten AI, NICE’s core AI engine, enables organizations to scale up operations on a secure cloud platform.
Barry Cooper, President, CX Division, NICE, said, "Rapid digitalization in recent years has completely transformed the customer experience landscape. As organizations now need to engage their customers on a variety of digital and voice channels, journey orchestration has become a top priority. NICE has responded to the changing dynamics with CXone, a single, open cloud-native platform underpinned by Enlighten AI, which enables organizations to provide excellent, next-generation customer experience. This recognition from Ventana Research highlights NICE’s ongoing commitment to providing the latest, AI-powered contact center solutions for organizations."
Keith Dawson, Vice President and Research Director for CX at Ventana Research, said, "NICE’s decades of experience in the CX space have allowed the company to easily navigate the new AI era and innovate to create the solutions organizations are seeking for their customers. NICE’s CXone platform is just one example of NICE’s industry dominance and the steps the company takes to ensure only the best for its customers around the world."
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.
About Ventana Research:
Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
Published: Thursday, November 2, 2023
|Teckinfo Solutions Pvt. Ltd.
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.