In the face of uncertainty, as industry leaders, we each share firsthand the experience of facing constant change and we recognize the “power of change” and its ability to have rippling effects impacting our businesses, our communities and quite frankly, this world we all share. With that, our resilience as humans has led us all to rethink how we engage with each other, our employees, our business partners, and our customers. Our businesses look to leaders, requiring us to define new ways to operate that may not have been considered before. This is vital in our determination to do more than survive but to that beacon in guiding the way to a thriving business with long-lasting results. Organizations that focus on customer experience are those that are positioned to be the new lifeline for the global economy.
For us this meant we needed to act with adaptive agility allowing our own teams the flexibility they needed to innovate quickly against our vision, to guide the way, to understand the changing landscape of technology and consumer expectations. We believe as an organization with a proven ability to execute we are looked to by companies facing uncharted waters for everything digital, for work-from-anywhere, for hyper-competition, for the always-on, everywhere brand presence needed to succeed now and well into the future. While we didn’t quite anticipate the speed in which a pandemic would drive technology adoption, our vision and execution meant we were ready to deliver industry first offerings and services in the moment that mattered. As business raced to open remote shops overnight, organizations rapidly transitioned to CXone’s complete customer experience cloud platform for the agility and the flexibility of the industry’s most recognized native cloud CX platform. In the last 18 months, CXone, has been selected by hundreds of companies because it provides the agility, rapid implementation, elasticity, scalability and overall lower total cost of ownership that is required to create next-gen experiences.
We believe our ability to define and deliver the next-gen vision for CX organizations clearly demonstrates why Gartner named NICE CXone a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service report1 and positioned NICE CXone furthest in completeness of vision. NICE has consistently been recognized for our proven ability to execute and is now recognized outright for our completeness of vision.
It underscores the belief that in change we see opportunity. We approach it with a confidence that is grounded in our ability to execute and our completeness of vision, both future focused. We see four contributing unique ingredients that enable our ability to rapidly innovate and to scale with the speed the market needs. The first is our assets, particularly digital-first omnichannel routing, workforce engagement, high-value analytics, AI, digital and smarter self-service, all native in CXone.
The second is our focus on leading the CX industry as we work hand-in-hand with our customers on all facets of superior CX. The third is our success in delivering cloud solutions to large enterprises due to the breadth and depth of our platform, our domain expertise with companies of all sizes across the globe.
And the fourth is our relentless innovation demonstrated by market-first new products and the dozens of new features across the CXone platform every year. We now have cutting-edge AI with Enlighten AI and a fully enabled digital CX platform with the latest unique enhancements in CXone.
As we step into an era of Digital CX, we are using our powerful innovation and execution momentum to enable digital conversations, for enterprises of all sizes as they increasingly experience digital demand. Our latest survey conducted among over 200 CX leaders at leading contact centers highlights seven key data points. Key among them is the rapid acceleration in the overwhelming popularity of digital channels among consumers with 51 percent of leaders indicating that half or more of their interactions are currently being handled through digital channels (e.g. Chat, Email, Social Network).
The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate.
We’re ready to deliver to the digital doorstep, are you?
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1 Gartner, Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, August 10, 2021.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request at www.niceincontact.com/gartner.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.