NICE inContact, a NICE business, announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been recognized as a leader for Cloud Contact Centers by Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact center platforms in the market, with CXone receiving the highest possible score in the “market presence” category and securing top ranking in the “current offering” and “strategy” categories.
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Independent Research Firm Names NICE inContact CXone a Leader in Cloud Contact Center Evaluation.
NICE inContact CXone earned the highest possible scores in 29 of the 33 criteria used by Forrester to evaluate 10 of the most significant cloud contact center vendors.
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Forrester Wave author Art Schoeller, vice president and principal analyst, noted the following in the report: “As on-premises contact center (CC) software becomes outdated and less effective, integrated CCaaS suites improve omnichannel and workforce optimization (WFO) — as well as enable a broader range of AI applications.”
For companies seeking a cloud contact center provider, Forrester’s independent research provides in-depth analysis and insights to aid in the decision-making process. According to the Forrester Research report: “NICE inContact lights it up with best-in-class WFO, a broad channel mix, and scale.” The report continues: “Shortlist NICE inContact when seeking innovative customer experiences across a wide set of channels with strong agent management capabilities.”
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