Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute.
The Gartner report states, “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.” Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.
Our vision and our hard work continue to be recognized by industry experts. But even more importantly, our CXone platform is powering engaging experiences for agents and customers alike, in contact center organizations around the globe-- small, large and every size in-between.
Notable head start in emerging AI-enabled contact center market
Our CEO Paul Jarman said it best, “Our notable head start in the emerging AI-enabled contact center market, combined with NICE inContact dedication to a customer-obsessed business vision and product strategy, fuels the successful in-market execution of CXone. With CXone, we’ve created a unified suite on a flexible and powerful open cloud customer experience platform, which powers immersive and engaging experiences for agents and customers alike while providing a future-proof platform for innovative organizations across the globe.”
This speaks to the dedicated work of our NICE inContact product teams in delivering both value-driven and technically sound, innovative solutions that put contact centers of all sizes on a fast track to achieving successful modernization initiatives and creating consistently exceptional customer experiences.