Leading Analyst Firm Recognizes NICE as a Leader in Customer Journey Analytics
14 Novembre 2018 - 10:06PM
Business Wire
NICE receives highest possible scores in the
technology, planned enhancements and partner ecosystem criteria
NICE (Nasdaq: NICE) today announced that Forrester
Research has recognized NICE as a Leader in two reports on Customer
Journey Analytics Visioning and Orchestration. Entitled "The
Forrester Wave™: Journey Orchestration Platforms, Q4, 2018", and
"The Forrester Wave™: Journey Visioning Platforms, Q4 2018", the
reports position NICE amongst the most significant vendors in the
market. To download a complimentary full version of the latter
report, please click here.
NICE Nexidia’s Customer Engagement Analytics (CEA) received the
highest scores possible in the technology, planned enhancements,
partner ecosystem and number of employees criteria analyzed by the
research and advisory firm. NICE also had amongst the top scores in
the journey design and planning criteria.
The Forrester reports stated "NICE lets firms start with a
single channel like IVR and grow from there. The platform lets
users drill into journeys (micro and macro) and slice and dice data
to visualize moments of truth, pain points, and KPI changes. Its
new Journey Excellence Score (JES) is a single metric that
considers all journeys in the customer lifecycle, combining
interaction data with sentiment data to measure effectiveness and
help prioritize improvement efforts. The platform continues to grow
through acquisitions (e.g., Nexidia and Mattersight) to strengthen
its ability to connect journeys to agent performance (using
behavioral, speech, and text analytics) and employee metrics. The
vendor has separate offerings for interactive voice response (IVR)
optimization, digital containment, customer journey optimization,
and real-time personalization. It lets firms jump-start journey
analytics in a single channel to test the value before committing
to more. The platform's features cater to business stakeholders
and, as such, can support enterprise-wide journey analytics
programs."
"It is our belief that being named a Leader in these Wave
evaluations solidifies our customers' affirmations of NICE
solutions driving powerful, impactful insights based on the ability
to flexibly and easily analyze all customer journeys and
accordingly prioritize corrective measures," said Miki Migdal,
President, NICE Enterprise Group. "Today’s world is one where
experiences drive customer perceptions, behavior and decisions,
ensuring that unparalleled service quality isn’t a 'nice to have'
but rather a 'must have'. We believe that learning from customer
journeys, prioritizing improvement efforts and initiating remedial
changes are game changers in ensuring the uncompromising customer
experiences that only front runners can deliver."
In the latest version of Customer Journey Optimization
solutions, NICE launched Journey Excellence Score (JES), an
innovative metric that accurately measures the quality of customer
experience across multiple channels and in even the most complex
interactions over time. With JES, organizations can not only
pinpoint gaps and bottlenecks in customers’ journeys but also shape
future journeys via the insights captured and by predicting
potential outcomes. Click here to read more.
The Forrester Wave reports evaluate two overlapping but
different categories within Journey Analytics, namely Journey
Visioning and Journey Orchestration, and analyze players against a
maximum of 28 different criteria to help customer experience (CX)
professionals make the right choice. In this year's reports,
Forrester stated "Journey Analytics is driven by customer
obsession. Companies transforming to become customer-obsessed are
using journey analytics to help them become customer-led,
insights-driven, fast, and connected". Forrester also defined
journey analytics in the reports as "An analytics practice that
combines quantitative and qualitative data to analyze customer
behaviors and motivations across touchpoints and over time to
optimize customer interactions and predict future behavior."
About NICENICE (Nasdaq: NICE) is 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 StatementsThis 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 Mr. Migdal 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/20181114005897/en/
NICECorporate MediaChristopher Irwin-Dudek,
201-561-4442chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ETir@nice.com
Yisca Erez, +972 9 775 3798, CETir@nice.com
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