NICE Named a Leader in 2021 SPARK Matrix™ for Voice of the Customer
16 Décembre 2021 - 12:30PM
Business Wire
NICE VoC recognized for built-in AI and
analytics and real-time actions that help organizations instantly
act on customer feedback to drive better customer engagement in
Quadrant Knowledge Solutions report
NICE (Nasdaq: NICE) announced today that it has been
recognized as a Technology Leader in the 2021 SPARK Matrix™ for
Voice of the Customer (VoC) Platform report. The Quadrant Knowledge
Solution report, which provides market insights, competitive
evaluation, and rankings for 17 vendors, gave NICE Voice of the
Customer strong ratings for both parameters, technology excellence
and customer impact. The report acknowledged NICE VoC’s ability to
instantly act on customer feedback to drive better customer
engagement and noted NICE real-time agent guidance powered by NICE
Enlighten AI. For a complimentary copy of the report, click
here.
Citing numerous strengths, the Quadrant Knowledge Solutions
report stated, “NICE VoC platform’s key technology differentiators
include customer journey-based design, real-time actions, robust
analytics capabilities, a one-stop-shop VoC solution, and a
holistic and unified solution. NICE VoC platform’s ability to
support real-time actions helps organizations instantly act on the
feedback from customers to drive better customer engagement. The
platform leverages NICE Enlighten AI Agent Behavioral Models to
offer real-time agent coaching and real-time agent guidance.” The
report also highlighted NICE VoC’s ability to meet contact center
needs, as well as those across the enterprise. “NICE leverages its
enterprise ready VoC platform and robust contact center
capabilities to serve the requirements of organizations of all
sizes and all tiers of the market.”
According to Priyanka Panhale, Analyst Quadrant Knowledge
Solutions, “NICE helps organizations design compelling
marketing initiatives, drive product innovation, and increase
customer satisfaction with its approach towards offering a holistic
and unified understanding of customer’s feedback across their
journey. The VOC platform’s ability to support real-time actions
helps organizations instantly act on the feedback from customers to
drive better customer engagement. It eliminates the data silos
across organizations’ product lines and helps organizations employ
valuable analytics for improving their product and service
delivery. The company’s ability to serve the requirements of
organizations of all sizes and all tiers of the market with its VoC
platform and robust contact center capabilities, comprehensive
technology roadmap and vision, sophisticated technology platform,
and robust AI capabilities, has received strong ratings across the
parameters of technology excellence and customer impact, and has
been positioned as the technology leader.”
“Customers expect organizations to act on their feedback in
real-time and provide effortless experiences across their entire
journey. It is our goal to help businesses instantly act on
structured and unstructured feedback to deliver proactive,
contextual, and digitally-fluent experiences,” commented Barry
Cooper, President, NICE Workforce and Customer Experience
Group. “We are committed to Voice of the Customer innovations
that power automated closed-loop actions and real-time agent
guidance that increase customer satisfaction and loyalty.”
NICE Voice of the Customer powers enterprises to combine and
analyze millions of customer interactions, solicited feedback, and
operational data to uncover blind spots, increase customer
satisfaction, and improve agent performance. A world-leading Voice
of the Customer solution for organizations that rely on the
strategic value of the contact center, NICE Voice of the Customer
enables companies of all sizes across the globe to act on feedback
and transform the customer experience at scale. A holistic solution
unified with CXone and the NICE portfolio, NICE Voice of the
Customer delivers superior analytics to operationalize feedback on
the frontline and across the comprehensive customer journey.
About Quadrant Knowledge Solutions Quadrant Knowledge
Solutions is a global advisory and consulting firm focused on
helping clients in achieving 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 Mr. Cooper, 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/20211215005386/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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