For the third consecutive year, NICE inContact has been named a Leader in the 2017 Magic Quadrant for Contact Center as a Service (CCaaS). NICE inContact has been named a Leader every year since this Magic Quadrant’s inception in 2015.
We believe this recognition demonstrates NICE inContact’s proven dedication to customer successes at scale, helping organizations be first in their industry by powering exceptional customer and employee experiences with NICE inContact CXone.
The Gartner CCaaS report states: “Nice inContact is an application specialist that offers the multitenant Nice inContact CXone CCaaS solution, which uses Nice inContact’s purpose-built customer interaction management platform, along with cloud-based WEM functionality from its parent company.”
Gartner’s Magic Quadrant evaluates Contact Center as a Service (CCaaS) providers within the cloud contact center service solutions industry.
Positioning in the Magic Quadrant is based on two criteria: Ability to Execute and Completeness of Vision. Organizations in the leader quadrant have balanced these two important qualities and are described as: “Given that the CCaaS market in North America is still maturing, Leaders can best be described as those suppliers with a strong multichannel product and service capability that have already amassed a large installed base of both large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration to a variety of third-party systems.”
The work we have accomplished in the past 12 months is clearly becoming known as we’ve strengthened our ability to help organizations of all sizes create exceptional customer and employee experiences by empowering them to:
- Handle omnichannel customer inquiries effectively and efficiently
- Shift from reactive to proactive customer service
- Integrate with third party platforms to create a unified customer experience
- Maintain compliance in a shifting regulatory landscape
Customer expectations have shifted in the past few years. Customers expect organizations not only receive their communications through any of a long list of channels, but to continue the conversation from one channel to another and back again. Customers expect there to be a record of their interactions so that every time they reach out to your organization continues a personal story of their customer journey.
Employee expectations also have risen. Agents expect to have the tools they need to do their jobs efficiently, so they can deliver on customer expectations. They also expect to have real-time feedback on how they are performing so they know if they are successful. When agents are empowered, they can meet and even exceed customer expectations, resulting in a win-win situation.
Delivery of a superior customer experience must be executed while protecting individual customer data that may be sensitive in nature. Depending on the industry, contact centers may need to adhere to and prove regulatory compliance.
NICE inContact CXone delivers on all these fronts with its strong toolset of omnichannel routing, workforce optimization, analytics, automation, and AI components. Additionally, because it is built on the CXone Open Cloud Foundation, it is secure, reliable, and able to be integrated into nearly any application and workflow.
Only NICE inContact is recognized as a market leader by Gartner, IDC, Ovum, Frost & Sullivan, and DMG, and the only company named a leader in both Gartner CCaaS and Workforce Engagement Management (WEM) Magic Quadrants.