CXone Wins for Contact Center Analytics Workforce Optimization and Contact Center Infrastructure

NICE inContact CXone swept the 2018 CRM Service Leaders awards presented by CRM magazine. Analysts project that the cloud contact center market will grow more than 20 percent per year – with that growth you need a trusted solution to provide for your contact center needs.

See below where CXone stacked up and why it was described as, “A highly innovative cloud platform, clear market vision, and a demonstrated ability to execute,” Paul Stockford, president and chief analyst at Saddletree Research.

  • Contact Center Analytics: NICE inContact CXone Platform took the winning position by notching up high scores for the depth of its functionality, clarity in company direction as well as customer satisfaction. Paul Stockford, President and Chief Analyst at Saddletree Research called NICE “the gold standard in the analytics market segment, where it is almost untouchable" in the winner's summary.
  • Workforce Optimization: In this category, the NICE inContact CXone Platform took the top spot by demonstrating comprehensiveness of functionality, company direction and customer satisfaction. In the winner's review, Sheila McGee-Smith, Founder and President of McGee-Smith Analytics, mentioned “having NICE workforce elements tightly integrated with NICE inContact’s cloud contact center application is what many types of customers are looking for.”, while Dick Bucci, Chief Analyst at Pelorus Associates added that NICE “has a complete product line that is well integrated and stands out for its innovative use of advanced analytics technology.”
  • Contact Center Infrastructure: The CXone platform's ability to deliver "a complete solution for omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence, all on an open-cloud foundation" resulted in NICE winning this award" as mentioned in the winner's review.