NICE inContact Achieves Highest and Furthest Overall Position for Ability to Execute and Completeness of Vision, Respectively, in Gartner Magic Quadrant for Contact Center as a Service, North America

By STS News Desk On Oct 22, 2019

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NICE inContact Named a Leader in CCaaS North America Market For Fifth Consecutive Year

NICE inContact announced that it has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America 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 inception. NICE inContact (CXone) received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service 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).