NICE inContact named a Leader in CCaaS North
America market for fifth consecutive year
NICE inContact (Nasdaq: NICE) today announced that it has
been named a Leader in the Gartner Magic Quadrant for Contact
Center as a Service (CCaaS), North America1 report. NICE inContact
achieved the highest and furthest overall position for its ability
to execute and completeness of vision, respectively, and has been
named a Leader every year since this Magic Quadrant’s inception2.
NICE inContact (CXone) received the highest product scores across
four of five use cases in the Gartner Critical Capabilities for
Contact Center as a Service3 report, including the highest scores
in both geographic use cases, Western Europe and North America, and
two application use cases, customer engagement center and agile
contact center.
NICE inContact has proven success with customers across a broad
range of company sizes and verticals around the globe. NICE
inContact CXone has hundreds of thousands of agents in the cloud in
more than 100 countries. The Gartner report states, “Although this
Magic Quadrant focuses on North American capabilities, the ability
to serve more continents has been taken into account in this year’s
assessment.”
According to the Gartner report, “A single contact center
application supporting all channels offers better support for
familiar tools applied across all interaction-handling scenarios,
and the ability to leverage a cloud application ecosystem to build
out more customer-centric capabilities.” Only CXone unifies
Omnichannel Routing, Analytics, Workforce Optimization, and
Automation & Artificial Intelligence – providing a seamless
digital-first customer and agent experience – as part of a complete
enterprise-grade, cloud native platform.
NICE inContact is part of NICE, the only company named a Leader
in both the 2019 Magic Quadrant for Contact Center as a Service,
North America and the Magic Quadrant for Workforce Engagement
Management4.
“Consumers expect only the best experiences from brands – fast,
easy, seamless and personalized – each and every time they
communicate. At NICE inContact, our focus is to help organizations
of all sizes deliver those exceptional experiences no matter how
their customers choose to interact with them – whether by chat,
text, social media messaging, phone or myriad of other channels
used around the world,” said Paul Jarman, NICE inContact
CEO. “Winning customer loyalty, advocacy and wallet share in
today’s experience economy calls for a cloud customer experience
platform that’s complete, unified, and intelligent. That’s
CXone.”
The Gartner report further states, “Companies evaluate vendors
and select them based on their ability to provide support for
nonvoice channels (email, web chat, video chat, social, and so on)
in their customer service environments.” CXone delivers the world’s
most comprehensive digital-first omnichannel offering; end-to-end
artificial intelligence capabilities that span the entire customer
and agent support experience; and broad customer relationship
management (CRM), Unified Communications as a Service (UCaaS), and
third party systems integrations. CXone is the first and only
FedRAMP authorized cloud contact center (SaaS) solution, and also
maintains compliance and certifications with various industry
standards including Payment Card Industry (PCI) Level 1 and General
Data Protection Regulation (GDPR). Outcome-oriented NICE inContact
CXsuccess customer services partners with contact center leaders at
every step of their journey for ongoing business value
realization.
This Magic Quadrant provides the following quadrant description
for Leaders: “Leaders are best described as suppliers with a strong
multichannel product and service capability that have already
amassed a large installed base of large and small customers.
Leaders also benefit from being able to support varying levels of
deployment complexity, including multichannel deployments and
integration with a variety of third-party systems.”
“NICE inContact is pleased to be recognized as a Leader and to
achieve the highest and furthest overall position for ability to
execute and completeness of vision, respectively. We believe NICE
inContact’s Leader position further proves that our strategy to
provide a unified suite has become a core tenet of the CCaaS
market,” said Paul Jarman.
Jarman continued, “NICE inContact also received the
highest product scores across four of five use cases, including
geographic use cases for Western Europe and North America, in the
Gartner Critical Capabilities for Contact Center as a Service
report. We believe this recognition confirms our focus on and
commitment to help organizations of all sizes across the globe
deliver superior agent and customer experiences in order to achieve
their business goals.”
NICE inContact CXone is the leading cloud customer experience
platform. With its Open Cloud Foundation, CXone powers rapid
innovation via open APIs, leading scalability and reliability
(guaranteed 99.99 percent uptime), and carrier-grade connectivity
(guaranteed voice quality).
To read the full complimentary copy of the Gartner report
click here.
1Gartner, “Magic Quadrant for Contact Center as a Service, North
America,” Drew Kraus, Steve Blood, Simon Harrison 15 October 2019.
2NICE inContact was recognized by the name inContact in 2015-2016.
3Gartner, Critical Capabilities for Contact Center as a Service,
Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019. 4Gartner,
“Magic Quadrant for Workforce Engagement Management,” Jim Davies,
Simon Harrison, Drew Kraus, 12 February 2019.
The Magic Quadrant evaluates vendors based on completeness of
vision and ability to execute, and includes a summary of each
vendor, as well as an assessment of each vendor's strengths and
cautions.
Gartner disclaimer
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, express or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
About NICE inContact
NICE inContact is the cloud contact center software leader with
the world’s #1 cloud customer experience platform. NICE inContact
CXone™ combines best-in-class Omnichannel Routing, Analytics,
Workforce Optimization, 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 an extensive partner
ecosystem, providing applications from partner companies on the
CXexchange marketplace that are designed to integrate with CXone.
www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Paul Jarman are based on the current beliefs, expectations and
assumptions of the management of NICE Ltd. (the Company). In some
cases, such forward-looking statements can be identified by terms
such as believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20191018005561/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com Investors Marty Cohen, +1
551 256 5354, ET, ir@nice.com Yisca Erez +972 9 775 3798, CET,
ir@nice.com
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