NICE inContact achieves the highest overall
position for its ability to execute
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced NICE inContact, provider of CXone, the world’s #1 cloud
customer experience platform, has been named a Leader in the
Gartner Magic Quadrant for Contact Center as a Service, North
America1 report. NICE inContact achieved the highest overall
position for its ability to execute, and has been named a leader
every year since this Magic Quadrant’s inception.
NICE inContact sells into a broad range of company sizes, has
strong integration of cloud native Workforce Engagement Management
(WEM) functionality, a notable headstart in the AI-enabled contact
center market, and broad CRM and third party integrations.
CXone has over 275,000 agents in the cloud in more than 100
countries. 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.
NICE inContact is part of NICE, the only company named a Leader
in both the Magic Quadrant for Contact Center as a Service, North
America and the Magic Quadrant for Workforce Engagement
Management2.
“Our NICE inContact dedication to a customer-obsessed business
vision and product strategy, fuels the successful in-market
execution of CXone,” said Paul Jarman, NICE inContact CEO. “CXone –
a unified suite on a flexible and powerful open cloud customer
experience platform – powers immersive and engaging experiences for
agents and customers alike while providing a future-proof platform
for innovative organizations across the globe.”
Broad CRM and Third Party Systems Integrations
The DEVone CXexchange marketplace extends NICE inContact CXone
with more than 100 partner applications built on hundreds of open
APIs and pre-integrated with CXone. Combining CXone with DEVone
partner applications makes it easy for contact centers of all sizes
to add solutions for AI-powered self-service, process automation,
mobile and ecommerce, benchmarking and analytics, CRM Extensions,
and other industry-specific needs.
Gartner’s Magic Quadrant evaluates Contact Center as a Service
(CCaaS) providers within the cloud contact center service solutions
industry. This Magic Quadrant provides the following definition for
its leaders: “Given that the CCaaS market in North America is still
maturing, Leaders are best described as suppliers with a strong
multichannel product and service capability that have already
amassed a large installed base of large and small customers.
Leaders also benefit from being able to support varying levels of
deployment complexity, including multichannel deployments and
integration with a variety of third-party systems.”
“NICE inContact is pleased to be recognized as a Leader and to
achieve the highest overall position for ability to execute,” said
Paul Jarman. “We believe this recognition confirms our focus on and
commitment to delivering the world’s most complete, flexible, and
unified cloud customer experience platform in order to help
organizations deliver exceptional customer experiences, every time,
to achieve their business goals.”
NICE inContact CXone is the leading cloud customer experience
platform. 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. With its
Open Cloud Foundation, CXone powers rapid innovation via open APIs,
leading scalability and reliability (guaranteed 99.99 percent
uptime), and carrier-grade connectivity (guaranteed voice
quality).
To read the full Gartner report click here
1Gartner, “Magic Quadrant for Contact Center as a Service, North
America,” Drew Kraus, Steve Blood, Daniel O’Connell, Simon
Harrison, 17 October 2018.
2Gartner, “Magic Quadrant for Workforce Engagement Management,”
Jim Davies, Simon Harrison, Drew Kraus, 6 February 2018.
About the Magic Quadrant
The Magic Quadrant for Contact Center as a Service evaluates
vendors based on completeness of vision and ability to execute, and
includes a summary of each vendor, as well as an assessment of each
vendor's strengths and weaknesses.
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, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
About NICE inContact
NICE inContact is the cloud contact center software leader with
the world’s #1 cloud customer experience platform. NICE inContact
CXone™ combines best-in-class Omnichannel Routing, Analytics,
Workforce Optimization, Automation and Artificial Intelligence on
an Open Cloud Foundation. NICE inContact’s solution empowers
organizations to provide exceptional customer experiences by acting
smarter and responding faster to consumer expectations. NICE
inContact’s DEVone developer program is an extensive partner
ecosystem, providing applications from partner companies on the
CXexchange marketplace that are designed to integrate with CXone.
NICE inContact is recognized as a market leader by multiple
independent research firms including Forrester, Ovum, IDC, Frost
& Sullivan, DMG, and Ventana. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), the
world’s leading provider of both cloud and on-premises enterprise
software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and
unstructured data. NICE helps organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are
using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Paul Jarman are based on the current beliefs, expectations and
assumptions of the management of NICE Ltd. (the Company). In some
cases, such forward-looking statements can be identified by terms
such as believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20181019005511/en/
Corporate Media ContactNICE inContactCheryl Andrus, +1
801 320 3646cheryl.andrus@niceincontact.comorInvestorsMarty
Cohen, +1 551 256 5354, ETir@nice.comorYisca Erez, +972 9 775 3798,
CETir@nice.com
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