We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud call center software.
We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer. It’s the ultimate proof point, isn’t it? It’s not what you say or show about your product, but whether you’ve delivered real value to customers as well as continued excellent support to help them achieve their own business goals.
A continuous, high-touch success model
In the course of completing the Forrester Wave report, the firm contacted NICE inContact customers for non-biased feedback on their own experiences using our CXone cloud call center software and working with the NICE inContact team. Researchers also dug into our customer success model and implementation services, to weigh our follow-through and responsiveness of our people as well as the functionality of our product.
We’re thrilled to know that our commitment to a customer-centered approach helped raise us to a position as a Leader on this Forrester Wave for Cloud Contact Centers. At NICE inContact, we aspire to a continuous, high-touch success model that begins in our pre-sales engagement with customers and spans all the way through solution go-live—always with a single vision of helping our customers deliver their own exceptional customer experiences at every contact center touchpoint.
Next Time: Future-proof Innovation – Vendors for the long haul