NICE Extends CXi Leadership With Next-Gen Digital And Conversational AI Capabilities

NICE named a leader in Omdia Customer Engagement Platforms, 2022–23 research report, receiving maximum scores for solution innovation

NICE announced its designation as a market leader as evaluated by Omdia in its Customer Engagement Platforms, 2022-23 research report. Market leaders were characterized as having the best scores in terms of both functionality and capabilities and represent leading solutions Omdia believes are worthy of a place on most technology selection shortlists as they have established a commanding market position with a product that is widely accepted as best of breed.

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Highlighting NICE’s industry-leading cloud-native customer experience platform, Omdia noted three unique strengths of NICE CXone: universal AI models for all the major CX use cases and an AI framework that enables continuous learning across the CXone portfolio; its focus on conversational self-service, CX domain expertise (WFO, CCaaS, and CX platform), agent preparation efforts for digital adoption; and its open cloud platform with hundreds of APIs. NICE’s leadership designation was also driven by an independent customer satisfaction score of 9 of 10.

NICE CXone’s maximum scores for Solution Innovation validate the industry-differentiating value of its Customer Experience Interactions (CXi) framework delivered through a unified suite of applications on the fully integrated CXone platform. CXi empowers organizations to intelligently meet customers wherever their journeys begin, enabling resolution through AI and data-driven self-service and preparing employees to successfully resolve any customer needs event.

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Paul Jarman, CEO, NICE CXone, said, “Customer expectations are changing, and organizations look to us for a complete, connected, and intelligent platform to easily reduce friction. This transformation allows organizations to meet their customers wherever they are and however they choose to start their journeys, to create cohesive digital experiences. Our leadership designation is an honor and we are proud to be the leader of choice in innovative solutions.”

CXi offers a comprehensive approach to bridge the gap between today’s consumer expectations and organizations’ delivery of extraordinary experiences. Redefining the way organizations engage and interact with customers, CXi provides the industry’s only combination of CCaaS, WFO, Analytics, AI, and Digital Self-Service. This creates smart, connected, proactive, self-service and human-assisted interactions across the holistic customer journey.

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