Receiving the strongest ratings for technology excellence and customer impact, CXone recognized for holistic approach to improving agent and customer experiences via unified digital-first self-service and omnichannel capabilities
NICE announced today that it has been recognized as the overall leader in the 2021 SPARK Matrix™ for Contact Center as a Service (CCaaS) report. The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 23 vendors, gave NICE CXone the highest ratings in the technology excellence and customer impact performance parameters. The report also acknowledged CXone as the first platform to unify best-in-class omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence on an open cloud foundation.
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“As customer demand for effortless service across digital channels intensifies, it is our goal to help businesses deliver proactive, digitally fluent and agile experiences to their digital doorstep”
Citing numerous strengths, the Quadrant Knowledge Solutions report noted “NICE offers CXone, its cloud-native customer experience platform that enables CXone customers to self-select innovative products and extend the CXone solutions every day that will positively impact business outcomes. Additionally, CXone offers comprehensive capabilities, including customer analytics, omnichannel routing, workforce engagement, open cloud foundation, AI, and automation, amongst others.” The report also highlighted CXone’s strong partnership capabilities. “The company also offers integration with RESTful APIs and the DEVone developer program, which provides reliability, security, and flexibility needed to scale and innovate easily.”
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“NICE offers CXone its cloud-native customer experience platform that enables CXone customers to self-select innovative products while extending and scaling the CXone solutions that will positively impact business outcomes. The company has received strong ratings across the parameters of technology excellence and customer impact and has also been positioned amongst the technology leaders in the 2021 SPARK Matrix™ of the Contact Center as a Service (CCaaS) market”, said Sofia Ali, Analyst at Quadrant Knowledge Solutions. “NICE CXone contact center solution offers a holistic approach for improving both agent and customer experiences via its unified digital first omnichannel capabilities, workforce optimization, and real-time monitoring of digital channels to boost agents’ efficiency and foster customer relationship”, adds Sofia.
“As customer demand for effortless service across digital channels intensifies, it is our goal to help businesses deliver proactive, digitally fluent and agile experiences to their digital doorstep,” commented Paul Jarman, NICE CXone CEO. “We are committed to offering innovative products that reach customers across digital touchpoints, expanding beyond the contact center and driving positive business outcomes.”