#contactcenterworld, @NICELtd, @Gartner_inc
Hoboken, NJ, USA, July, 2021 -- NICE (Nasdaq: NICE) announced that it has received the highest scores in each of the four use cases among vendors evaluated in the 2021 Gartner Critical Capabilities for Workforce Engagement Management research report. The company scored more than 4.2 out of 5 in all four use cases, including Information Access (4.24/5), Process Efficiency (4.22/5), Customer Intelligence (4.28/5), and Intelligent Dialogue (4.23/5).
NICE’s WEM solutions, of which CXone is a centric part, are based on a native cloud platform and infused with advanced artificial intelligence (AI) capabilities to enable customer service organizations to gain continuous visibility into employee performance using desktop analytics, empower agents with gamification, facilitate compliance and proactively identify regulation or data security violations – all aimed at empowering the workforce with a smart approach.
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"The heartbeat of every contact center is its employees," said Paul Jarman, NICE CXone. "They are the driving force behind customer satisfaction, and so it is imperative for any company desiring brand loyalty to first ensure agent engagement. Our ongoing recognition in the Gartner Critical Capabilities for Workforce Engagement Management reports, I believe, is a testament to our steadfast commitment to innovation and to powering smart solutions that not only help businesses build a company culture that employees value, but also increase efficiency and improve operations."
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: Saturday, July 24, 2021
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