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Independent Research Firm Names NICE inContact CXone a Leader in Cloud Contact Center Evaluation

CXone ranks top in both current offering and strategy, earns highest possible scores in 29 of the 33 criteria

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.

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and principal analyst, noted the following in the report: “As on-premises contact center (CC) software becomes outdated and less effective, integrated CCaaS suites improve omnichannel and workforce optimization (WFO) — as well as enable a broader range of AI applications.”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.”

In addition to receiving the highest possible score in the “market presence” category and being top-ranked in the “current offering” and “strategy” categories, CXone was also among the highest scores in six of seven evaluated criteria within the Strategy category, including “product vision,” “execution road map,” “customer success,” and “partner ecosystem.”

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Schoeller wrote, “Today’s vibrant contact center market is defined by a shift to multitenancy, integrated suites that overlay customer interaction management, self-service, embedded AI, and enhanced workforce optimization. These elements have come together to lay the groundwork for change and differentiation in the CCaaS market.”

CXone received top scores in Current Offering, including “routing algorithms,” “quality monitoring,” “contextual data management,” and “text and speech analytics.”

CXone was also among the highest scores in 17 of 24 evaluated criteria in Current Offering, including:

  • High reliability
  • Number of customer service agents (users)
  • User experience strategy and design
  • Analysis tools
  • Omnichannel agent desktop
  • Breadth of CRM integration capabilities
  • Workforce management
  • Support for agent-assisted touchpoints
  • Support for self-service capabilities

“Our position as a leader in this evaluation is no accident,” said Paul Jarman, NICE inContact CEO. “We believe it’s the result of our pioneering efforts in innovation and our unwavering commitment to partner with our customers to help them build customer relationships that last. This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centers of all sizes.”

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