NICE Named a Leader in Journey Orchestration by Top Analyst Firm
13 Juillet 2022 - 2:00PM
Business Wire
NICE CXone recognized as a Leader, rated across
27 criteria, and noted for strengths in workflow automation through
integrated agent workflows and supervisor alerts
NICE (Nasdaq: NICE) today announced that it has been
recognized as a Leader by Forrester Research in "The Forrester
Wave™: Journey Orchestration Platforms, Q2 2022” report. NICE CXone
received among the highest scores in the journey testing and
optimization criterion and received the highest possible scores
within the strategy category in both the user research and partner
ecosystem criteria.
The Forrester report noted "NICE’s Customer Experience
Interactions platform, CXone, combines structured data (IVR, CRM,
customer profile data, and voice of the customer [VoC]) and
unstructured data (agent notes, text, and voice) at the journey,
topic, and business process levels to guide end-to-end journey
improvement. It continues to invest in data connection and journey
behavior analysis, and this translates into a roadmap that includes
deeper integrations with CRM and collaboration tools and
improvements to the chatbot and agent experience. Over the past two
years, NICE has acquired and integrated a number of digital
engagement capabilities.”
Paul Jarman, CEO, NICE CXone, said, "To meet the rapidly
evolving needs of digital consumers, organizations must have full
transparency across the complete journey. We believe this report
reflects the changing view of our customers by highlighting the
importance of AI in today’s experience center, further cementing
our strategy around and commitment to CXi, which provides a direct
connection between our AI-powered Customer Engagement Analytics
solutions and improved customer journeys, experiences and
loyalty.
NICE Customer Engagement Analytics enables organizations to
capture and analyze all customer interactions, transactions and
lifecycle events to get a complete view of the customer journey,
connecting and transforming disparate customer interactions into a
single, consolidated journey. With a holistic view of the
end-to-end customer journey, marketers and CX leaders can uncover
cross-channel inefficiencies and optimize business processes from
the customer’s perspective. Powered by state-of-the-art AI, it
identifies individual customers and sequences their interactions
across time and touchpoints to understand the context of every
contact, uncover patterns, predict needs and personalize
interactions in real-time.
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/20220713005042/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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