NICE CXone recognized as a Leader, rated across 27 criteria, and noted for strengths in workflow automation through integrated agent workflows and supervisor alerts
NICE announced that it has been recognized as a Leader by Forrester Research in “The Forrester Wave™: Journey Orchestration Platforms, Q2 2022” report. NICE CXone received among the highest scores in the journey testing and optimization criterion and received the highest possible scores within the strategy category in both the user research and partner ecosystem criteria.
The Forrester report noted “NICE’s Customer Experience Interactions platform, CXone, combines structured data (IVR, CRM, customer profile data, and voice of the customer [VoC]) and unstructured data (agent notes, text, and voice) at the journey, topic, and business process levels to guide end-to-end journey improvement. It continues to invest in data connection and journey behavior analysis, and this translates into a roadmap that includes deeper integrations with CRM and collaboration tools and improvements to the chatbot and agent experience. Over the past two years, NICE has acquired and integrated a number of digital engagement capabilities.”
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“The Forrester Wave™: Journey Orchestration Platforms, Q2 2022”
Paul Jarman, CEO, NICE CXone, said, “To meet the rapidly evolving needs of digital consumers, organizations must have full transparency across the complete journey. We believe this report reflects the changing view of our customers by highlighting the importance of AI in today’s experience center, further cementing our strategy around and commitment to CXi, which provides a direct connection between our AI-powered Customer Engagement Analytics solutions and improved customer journeys, experiences and loyalty.
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NICE Customer Engagement Analytics enables organizations to capture and analyze all customer interactions, transactions and lifecycle events to get a complete view of the customer journey, connecting and transforming disparate customer interactions into a single, consolidated journey. With a holistic view of the end-to-end customer journey, marketers and CX leaders can uncover cross-channel inefficiencies and optimize business processes from the customer’s perspective. Powered by state-of-the-art AI, it identifies individual customers and sequences their interactions across time and touchpoints to understand the context of every contact, uncover patterns, predict needs and personalize interactions in real-time.