Gartner Magic Quadrant 2019

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

For contact center executives and IT professionals interested in moving from legacy call center software to a modern, open cloud platform, the Gartner Magic Quadrant is a go-to resource to aid in the buying process. And thanks to its rigorous analysis of vendors within the market, the report helps buyers ensure the right cloud technology partner is selected for their contact center needs.

This year, NICE inContact has been named a Magic Quadrant Leader, evaluated with the highest and furthest overall position in both axes of measurement: Ability to Execute and Completeness of Vision. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Our CEO Paul Jarman said it best, “Consumers expect only the best experiences from brands – fast, easy, seamless and personalized  – each and every time they communicate. At NICE inContact, our focus is to help organizations of all sizes deliver those exceptional experiences no matter how their customers choose to interact with them – whether by chat, text, social media messaging, phone or myriad of other channels used around the world. Winning customer loyalty, advocacy and wallet share in today’s experience economy calls for a cloud customer experience platform that’s complete, unified, and intelligent. That’s CXone.”

Our complete, unified cloud contact center platform, CXone, continues to answer the call of businesses of all sizes across all industries aiming to transform their customers’ experience by providing more personalized, efficient service through digital-first omnichannel interactions, Artificial Intelligence self-service tools, smart workforce optimization, and pre-built CRM integrations.

Further evaluated on key capabilities and multiple contact center use cases for product and services robustness, NICE inContact (CXone) received highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Center as a Service.

Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

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