cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

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The results are in! NICE inContact CXone has been recognized as a leader by Forrester Research in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category and received the highest score possible in the market presence category. Organizations seeking to improve customer experience (CX) and reduce operating costs by modernizing their contact center technology will find valuable insights in this new report that compares CXone to other cloud contact center vendors in 10 subcategories.

According to the Forrester Wave report, “Improved systems architected for cloud-based delivery that support AI, workforce optimization (WFO), and omnichannel will dictate which providers lead the pack.”

In addition to affirming that cloud is the future of the contact center software market, Forrester emphasized the importance of native WFO, “Native WFO allows a broader range of contact center managers, team leaders, and agents to navigate across the contact center system using a common user interface. A consolidated set of operational data, agent evaluations, and schedules provides a foundation for AI applications that will further boost contact center efficiency and effectiveness.”

In addition to receiving the highest possible score in market presence and being top ranked in current offering, CXone received top scores in three of 10 evaluated subcategories:

  • Omnichannel capabilities
  • User interface
  • Infrastructure

CXone also received among the top scores in these subcategories:

  • Customer success
  • Reporting and analytics
  • Installed base

Today, to win in the customer experience economy, companies must compete at a higher level. Organizations of all sizes are choosing CXone to power exceptional customer experiences in order to build loyalty, wallet share, and advocacy. We are honored that CXone was named a leader in the Cloud Contact Center Wave evaluation. We are dedicated to a customer-obsessed business vision, product strategy, and in-market execution for CXone – delivering a unified suite on a flexible and powerful open cloud customer experience platform.

Download the full report here and read more about why Forrester Research named us a leader in the cloud.