NICE recognized in 2022 Gartner® Critical
Capabilities for Contact Center as a Service
NICE (Nasdaq: NICE) today announced that NICE has
received the highest scores for Digital Customer Service Center,
the newest use case included in the 2022 Gartner Critical
Capabilities for Contact Center Service research report. Giving
this year’s digital addition context, the Gartner report says, “We
have also added a digital customer service center use case to
address the growing need for managing digital channels as a primary
interface."
Further, NICE was ranked in the top three among all vendors
evaluated for all five uses cases presented, including High-Volume
Customer Call Center, Customer Engagement Center, Global Contact
Center, Agile Contact Center, and the newest, Digital Customer
Service Center. “Gartner recommends that users consider the set of
critical capabilities as some of the most important criteria for
acquisition decisions,” states the report.
We believe NICE’s AI-powered, cloud-native solutions are
exceeding the boundaries of the contact center and defining a bold,
new industry standard for delivering seamless, digitally fluent
customer experience. This recognition in the 2022 Gartner Critical
Capabilities for CCaaS report joins NICE’s earlier recognitions
this year as the only vendor named a Leader by Gartner in both the
2022 Magic Quadrant™* reports for CCaaS and Robotic Process
Automation (RPA), which we feel confirms NICE’s position as a
market-driving digital innovator.
“We are excited to score highest in the inaugural Digital
Customer Service Center Use Case in the 2022 Gartner Critical
Capabilities for CCaaS report,” said Barry Cooper, President, CX
Division, NICE. “In our opinion, we continue to lead the way in
transforming the traditional notions of what excellent service can
be by harnessing the power of data and AI to deliver on the promise
of game-changing, real-time customer experience interactions
(CXi).”
NICE’s advanced digital portfolio includes the most complete,
connected, intelligent, and scalable solutions, including smart
self-service, proactive conversational AI, real-time knowledge
management, attended automation, and more. We feel the
digital-first approach to CX is critical for all brands to compete
cost-effectively—meeting consumers wherever they are—on any
touchpoint, anytime, anywhere.
*NICE was recognized in the very first Gartner Magic Quadrant
for CCaaS* report in 2015 as a Leader and has been recognized as a
Leader in the Magic Quadrant for CCaaS consecutively since then.
The company believes its consistent recognition in this report
reinforces its ability to identify market trends early and
continually innovate accordingly to deliver the technology
solutions organizations need to advance customer success.
Gartner Critical Capabilities for Contact Center as a Service,
Steve Blood, Pri Rathnayake, Drew Kraus, Pankil Sheth, Jim Davies,
Jim Robinson, Kim Dans, Mark Dauigoy, 23 August 2022.
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
Gartner and Magic Quadrant are registered trademarks of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and are
used herein with permission. All rights reserved
*NICE was recognized as inContact in the 2015 and 2016 Magic
Quadrant reports for CCaaS, North America. It was recognized as
NICE inContact in the same report over 2017 till 2020. The report
name was updated to Magic Quadrant for CCaaS starting 2020.
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 contact center software.
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/20221020005109/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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