NICE’s end-to-end integrated contact center
platform, CXone, delivers proven business success and is highly
ranked by customers
NICE (Nasdaq: NICE) today announced that it has been
recognized as a MetriStar Top Provider in the Contact Center
Platform category from among 16 companies evaluated. Based on a
ranking of sentiment scores and proven business success among NICE
customers, the Metrigy report evaluates the value realized from
various contact center solutions. With both quantitative metrics
and open-ended qualitative commentary, customers rated the NICE
platform very highly in nearly every area. For a complimentary copy
of the report, click here.
The Metrigy report gave NICE the highest overall score among the
16 contact center providers evaluated, with capabilities such as
value of the product/service, security capabilities and
integrations with other applications as top performing areas. The
report highlighted NICE’s comprehensive customer experience
portfolio as being key to its top score in both the customer
sentiment and business success areas of the report. Its global
reach, excellence in AI and Automation through Enlighten AI,
ability to integrate with WFO and delivery of related benefits to
agents and supervisors on coaching, scheduling and more were also
highlighted in the report.
The evaluations driving NICE’s recognition as a top vendor were
performed during Metrigy’s Customer Experience MetriCast 2022
study, which included surveys of 1,846 CX leaders from companies in
10 countries across three regions (North America, Europe,
Asia-Pacific). Participants provided feedback on both the
measurable business impact and their subjective assessment of
contact center platforms they have been using.
Business impact was assessed using data showing before-and-after
changes in relevant metrics (revenue, costs, customer ratings, and
agent efficiency). Customer sentiment was based on participant
ratings of the platform for its value (“bang for the buck”),
features, reliability, integration, analytics and AI capabilities,
support, and security. These results provided insights for ranking
the correlation between the use of the contact center platforms and
measurable business success.
Robin Gareiss, CEO & Principal Analyst, Metrigy,
commented, “Contact center platforms are the communications core of
all customer engagement technologies. They might include routing of
calls to appropriate customer service agents, self-service options,
omnichannel interaction capabilities, and the like. Increasingly,
providers like NICE that embrace emerging technology are adding
artificial-intelligence-based apps, such as conversational AI,
personalized analytics and adaptive workforce optimization. In a
crowded field, NICE stands out for bringing its customers both
consistent business success and satisfaction. We are pleased to
honor NICE’s achievement by naming them a MetriStar Top
Provider.”
Paul Jarman, CEO, NICE CXone, commented, “Eliminating
friction in CX today demands an end-to-end contact center platform
that’s powered by AI and combines digital entry points, journey
orchestration, smart self-service, prepared agents and performance
optimization tools. We are very pleased to see the Metrigy research
provide independent recognition of the value our customers gain
from our commitment to creating effortless, consistent and
personalized contact center interactions.”
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/20220309005064/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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