Hoboken, NJ, USA, Aug 2, 2023 - NICE (Nasdaq: NICE) announced that NICE has been recognized by Constellation Research in its latest Constellation ShortList™ for Contact Center as a Service for 2023. The Constellation ShortList™ for Contact Center as a Service names top vendors determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research.
NICE’s portfolio of Contact Center as a Service (CCaaS) solutions was acknowledged for its flexible delivery models for private, public, and multi-cloud environments; global infrastructure and network footprint for global reach and coverage; ability to integrate and connect to business tools such as CRM, customer data platforms (CDPs), and core customer service operations and help desk solutions; and cross-channel workflow and architected journeys to deliver a comprehensive service that includes always-on self-service content, chatbots, and interactive voice response (IVR) experiences.
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"As the new era of digital customer experiences takes hold, we enable enterprises worldwide to provide the new digital standard in customer experience," said Barry Cooper, President, CX Division, NICE. "With the most comprehensive, cloud native suite designed for proactive, digitally fluent, AI-powered experiences, we are helping businesses shift to digital and create new opportunities for better relationships with customers. We are thrilled to be short-listed by Constellation Research for CCaaS."
Constellation Research evaluated 21 solutions in the Contact Center as a Service market and presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList™ of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners. Core considerations to be shortlisted for Contact Center as a Service involved AI-powered tools, including smart routing, intelligent workforce planning, agent assist, sentiment analysis, chatbots, Interactive Virtual Agents, data management, and process automation.
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 Constellation Research:
Constellation Research is a technology research and advisory firm based in Silicon Valley. We deliver strategic guidance to companies seeking to transform their businesses through the early adoption of disruptive technology. Our analysts draw on their experiences as practitioners to deliver pragmatic advice to CXOs leading digital transformation within their organizations. Clients include board of directors, C-suite executives, line-of-business leaders, and IT visionaries who are not afraid to challenge the status quo.
Published: Friday, August 4, 2023
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