call center technology

Transform No into Yes by Modernizing Your Call Center Technology

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Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?” And how often are those requests met with a resounding “no”?

Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business. It also requires a software partner that’s proven to execute now and in the future.

It’s usually not because of a lack of willingness from your team or management to adapt and improve operations and CX, but rather an inability of your current contact center technology to support that change and growth. For this reason, more contact centers are turning to a unified cloud CX platform to modernize and future-proof their technology investments so they can achieve their operational goals.

We recently made the exciting announcement that—for the fourth straight year—NICE inContact was named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS),North America [1]. We’re proud to be recognized with the highest position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our placement in the Leader’s quadrant based on our Completeness of Vision (weighted toward market understanding and product strategy).

Just over a year ago, we launched our NICE inContact CXone cloud customer experience platform as the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). And I believe that the broad market acceptance of the CXone platform from small business to large enterprises has been reflected in our year over year gains in the Gartner MQ for Ability to Execute.

We share this news because Gartner’s insights are extremely useful as contact centers create a short list of vendors to consider when modernizing their contact call center technology. And because transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business. It also requires a software partner that’s proven to execute now and in the future.

Agile technology and a reliable partner

CXone offers a single platform that scales with you in capacity and capability, as well as strong integration of workforce optimization (WFO)/workforce engagement management (WEM) capabilities, along with omnichannel routing (ACD) and analytics. We’ve also checked all the boxes when it comes to reliable uptime guarantees, global voice connectivity with guaranteed quality, and all the top security and compliance certifications available in the market.

Moving to a cloud contact center as a service model offers a number of benefits, but personalization, affordability and efficiency definitely top the list. With CXone, you’re able to:

  • Personalize customer journeys with embedded analytics & AI
  • Pay only for what you need, when you need it
  • Consolidate routing and reporting across global operations

It’s critical to consider the “future-proofness” of your contact center technology, so you’re never again stuck waiting for an upgrade or worse yet, hearing “no” when you just want functionality that moves with the times. CXone users enjoy leading-edge capabilities and a regular stream of valuable updates, including AI-enabled features that not only keep your contact center operations ahead of the curve, but leading the pack.

Download the full Gartner MQ report


We’re a leader in 3 of 3!

Gartner isn’t the only independent analyst firm to name NICE inContact a leader for cloud contact center solutions. Read more analyst reports about NICE inContact CXone.

Download all 3 reports

[1] Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew KrausSteve BloodSimon HarrisonDaniel O’Connell, 17 October 2018. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.