At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high quality experiences can transform lukewarm customers into full-blown brand advocates. And isn’t that music to every business’ ears?
At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS[i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction.
Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Add to that our broad CRM and 3rd party integrations and you have the essentials for a highly personalized customer experience at scale.
Playing the CX long game
Gartner’s Magic Quadrant for CCaaS recognized NICE inContact for our Ability to Execute and Completeness of Vision. Our CXone roadmap will help you set the pace with your customer experience. And the beauty of a true cloud-native platform is customers always, automatically have access to our latest innovations. We realize customer expectations are ever-shifting and that means the most successful contact centers are those with a software partner who will continue to innovate for years to come.
Exceptional CX directly correlates to revenue growth, and with an omnichannel approach to customer service, you set the stage for success by:
- Delivering exceptional service across channels of choice
- Improving customer retention and lifetime value
- Accelerating growth with positive word-of-mouth
The golden ticket for every contact center is to transform customers into advocates of the brand. With CXone, organizations have the unified tools and insights they need to move faster and work smarter to win over customers at every point along the journey.
We’re a leader in 3 of 3!
Gartner isn’t the only independent analyst firm to name NICE inContact a leader for cloud contact center solutions. Read other analyst reports about NICE inContact CXone..
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[i] Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, Daniel O'Connell, 17 October 2018. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.