NICE CXone Named Overall Leader in 2021 SPARK Matrix™ for Contact Center as a Service Report
16 Novembre 2021 - 12:30PM
Business Wire
Receiving the strongest ratings for technology
excellence and customer impact, CXone recognized for holistic
approach to improving agent and customer experiences via unified
digital-first self-service and omnichannel capabilities
NICE (Nasdaq: NICE) announced today that it has been
recognized as the overall leader in the 2021 SPARK Matrix™ for
Contact Center as a Service (CCaaS) report. The Quadrant Knowledge
Solutions report, which provides market insights, competitive
evaluation, and rankings for 23 vendors, gave NICE CXone the
highest ratings in the technology excellence and customer impact
performance parameters. The report also acknowledged CXone as the
first platform to unify best-in-class omnichannel routing,
analytics, workforce optimization, automation, and artificial
intelligence on an open cloud foundation. For a complimentary copy
of the report, click here.
Citing numerous strengths, the Quadrant Knowledge Solutions
report noted “NICE offers CXone, its cloud-native customer
experience platform that enables CXone customers to self-select
innovative products and extend the CXone solutions every day that
will positively impact business outcomes. Additionally, CXone
offers comprehensive capabilities, including customer analytics,
omnichannel routing, workforce engagement, open cloud foundation,
AI, and automation, amongst others.” The report also highlighted
CXone’s strong partnership capabilities. “The company also offers
integration with RESTful APIs and the DEVone developer program,
which provides reliability, security, and flexibility needed to
scale and innovate easily.”
“NICE offers CXone its cloud-native customer experience platform
that enables CXone customers to self-select innovative products
while extending and scaling the CXone solutions that will
positively impact business outcomes. The company has received
strong ratings across the parameters of technology excellence and
customer impact and has also been positioned amongst the technology
leaders in the 2021 SPARK Matrix™ of the Contact Center as a
Service (CCaaS) market”, said Sofia Ali, Analyst at Quadrant
Knowledge Solutions. “NICE CXone contact center solution offers
a holistic approach for improving both agent and customer
experiences via its unified digital first omnichannel capabilities,
workforce optimization, and real-time monitoring of digital
channels to boost agents’ efficiency and foster customer
relationship”, adds Sofia.
“As customer demand for effortless service across digital
channels intensifies, it is our goal to help businesses deliver
proactive, digitally fluent and agile experiences to their digital
doorstep,” commented Paul Jarman, NICE CXone CEO. “We are
committed to offering innovative products that reach customers
across digital touchpoints, expanding beyond the contact center and
driving positive business outcomes.”
About Quadrant Knowledge Solutions Quadrant Knowledge
Solutions is a global advisory and consulting firm, which mainly
focuses on helping clients and allows them to achieve business
transformation goals with Strategic Business and Growth advisory
services. At Quadrant Knowledge Solutions, our vision is to become
an integral part of our client’s business as a strategic knowledge
partner. Our research and consulting deliverables are designed to
provide comprehensive information and strategic insights for
helping clients formulate growth strategies to survive and thrive
in ever-changing business environments. For more available
research, please visit
https://quadrant-solutions.com/market-research/
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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 Mr. 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20211116005620/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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