In our last blog article on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018, we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each call center software vendor reviewed. It’s important to also note the researcher’s critical proof of concept step in the evaluation process.
Detailed questionnaires are a must-have baseline, but cloud contact center as a service (CCaaS) solutions need to walk the talk. Does the product pitch line up with the capabilities you actually see when you look under the hood? We’re not only talking about the risk of vaporware but also the importance of seeing that the call center software platform fulfills specific operational requirements from the perspective of your agents, contact center managers, executive leaders and, of course, your customers.
Proof in action
As part of the Forrester Wave valuation process, Forrester required all vendors, including NICE inContact, to provide a detailed set of product demos—addressing real life contact center scenarios—in order to assess the depth of capabilities and their practical ability to support critical contact center use cases with an easy and seamless experience for all.
After this rigorous evaluation, NICE inContact was named a leader on the Forrester Wave for Cloud Contact Centers. We’re confident that our ranking is a direct reflection of our complete, unified CXone platform—a full-featured, multitenant contact center offering with native workforce optimization (WFO) and analytics. As our CEO Paul Jarman has said, “This demonstrates NICE inContact’s dedication 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.”
We gave Forrester researchers an up close and personal look at the power of CXone call center software, and the results speak for themselves. And if that weren’t enough, our customers spoke for us as well! In our next post, we’ll spotlight another important aspect of the Forrester Wave process—customer references.
Next time: Customers Spoke, Forrester Listened.