NICE announced that it has been acknowledged as a Leader by Forrester Research in “The Forrester Wave™: Journey Orchestration Platforms, Q2 2020” report. Uniquely, among the vendors evaluated NICE received the highest possible scores in the Data Fusion category, highlighting the ability of its Customer Engagement Analytics (CEA) solution in helping organizations to efficiently connect disparate datasets. NICE also received the highest possible scores in the Planned Enhancements, User Research and Market Presence categories, and amongst the top scores in the Journey Discovery criteria.
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NICE Named a Leader in Journey Orchestration by Top Analyst Firm.
In the report, Forrester Research noted ” NICE uses analytics and AI to drive CX, digital, and workforce (agent) transformation. The platform combines structured data (interactive voice response [IVR], CRM, customer profile data, and VoC) and unstructured data (agent notes, text, and voice) at the journey, topic, word, sentiment, and personality level to optimize CX. The vendor has integrated offerings for IVR optimization, digital containment, interaction analytics, customer journey optimization, and real-time personalization. Use cases include sales effectiveness, churn, retention, and cost management.” The report also noted, “the platform is a good fit for companies looking to transform customer and agent journeys and analyze unstructured data.”
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Barry Cooper, NICE Enterprise Group President, said, “As organizations go through unprecedented change in the pace and method in which they interact with customers, it is vital that they remain agile and leverage the power of analytics to optimize both the end customer’s experience and the cost to deliver it. We believe this report reflects the view of our customers and testifies to the direct connection between our AI-powered Customer Engagement Analytics solutions and improved customer journeys, experiences and loyalty.”
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