Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings into speed, and satisfaction.
What does that mean? It means finding a cloud contact center solution that allows you to lower labor costs while actually accelerating time to resolution and enhancing the customer experience.
We recently made the exciting announcement that—for the fourth straight year—NICE was named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America [1]. Within this latest Gartner MQ, we were recognized with highest overall position in Ability to Execute.
The Gartner report states, “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.” Our research has shown the value of the cloud contact center as a service model in its ability to help operations lower the total cost of ownership (TCO) and improve bottom line results.
With CXone, you gain access to powerful new capabilities in the form of omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). NICE CXone is the first and only cloud contact center platform unifying these best-in-class capabilities on a single Open Cloud Foundation.
The result is faster, more efficient and scalable way for contact centers of all sizes to:
- Resolve customer requests fast—the first time
- Blend intelligent self-service and agent expertise
- Deploy service changes or new capabilities quickly
From more to better to best
Through the combined use of AI self-service and live agent interaction, contact centers powered by cloud find the best of both worlds. Speed in solving customer requests and in changing IVR flows, routing rules, or agent skills can all be aided by AI and have a two-for-one benefit: higher customer satisfaction and lower labor costs.
With business competition as fierce as ever, simply doing more with less won’t give your contact center a clear advantage. Long-term vision matters, and for contact centers looking to do better (or dare we say the best) with less, CXone has the ability to execute now and in the future that can move you forward faster.
Download the full Gartner MQ report.
We’re a leader in 3 of 3!
Gartner isn’t the only independent analyst firm to name NICE a leader for cloud contact center solutions. Read additional industry reports about NICE CXone.
Download all 3 reports
[1] 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.
