NICE’s robust CCaaS portfolio yields a high
value for its ability to deliver seamless customer experiences
NICE (Nasdaq: NICE) announced that NICE has been
recognized by Constellation Research in its latest Constellation
ShortList™ for Contact Center as a Service for 2023. The
Constellation ShortList™ for Contact Center as a Service names top
vendors determined by client inquiries, partner conversations,
customer references, vendor selection projects, market share, and
internal research.
NICE’s portfolio of Contact Center as a Service (CCaaS)
solutions was acknowledged for its flexible delivery models for
private, public, and multi-cloud environments; global
infrastructure and network footprint for global reach and coverage;
ability to integrate and connect to business tools such as CRM,
customer data platforms (CDPs), and core customer service
operations and help desk solutions; and cross-channel workflow and
architected journeys to deliver a comprehensive service that
includes always-on self-service content, chatbots, and interactive
voice response (IVR) experiences.
NICE’s CCaaS solutions encompass workflow management for process
and engagement orchestration, including analytics and reporting on
agent and platform performance; a vast library of resource and
agent engagement and support tools to boost performance; advanced
AI application for voice and sentiment scanning via
natural-language processing; and an application of AI and ML models
for data analytics, smart routing, next-best agent action, virtual
agents (text and voice), and chatbot engagement. NICE enables
organizations to continue to meet their customers wherever their
journeys begin, from search to omnichannel engagement including
voice, messaging, social, SMS, and more.
“As the new era of digital customer experiences takes hold, we
enable enterprises worldwide to provide the new digital standard in
customer experience,” said Barry Cooper, President, CX Division,
NICE. “With the most comprehensive, cloud native suite designed
for proactive, digitally fluent, AI-powered experiences, we are
helping businesses shift to digital and create new opportunities
for better relationships with customers. We are thrilled to be
short-listed by Constellation Research for CCaaS.”
Constellation Research evaluated 21 solutions in the Contact
Center as a Service market and presents vendors in different
categories of the market relevant to early adopters. In addition,
products included in this document meet the threshold criteria for
this category as determined by Constellation Research. This
Constellation ShortList™ of vendors for a market category is
compiled through conversations with early adopter clients,
independent analysis, and briefings with vendors and partners. Core
considerations to be shortlisted for Contact Center as a Service
involved AI-powered tools, including smart routing, intelligent
workforce planning, agent assist, sentiment analysis, chatbots,
Interactive Virtual Agents, data management, and process
automation.
About Constellation Research As an award-winning Silicon
Valley-based strategic advisory and futurist analyst firm,
Constellation Research serves leaders and organizations navigating
the challenges of digital strategy, business-model disruption, and
digital transformation. Constellation works closely with solution
providers, partners, C-suite executives, board of directors, and
its Constellation Executive Network of buy-side leaders to lead the
way in research coverage and advise clients on how to achieve
valuable business results. Each Constellation ShortList™ is updated
at least once per year. Updates may occur after six months if
deemed necessary. Constellation clients can work with the analyst
and the research team to conduct a more thorough discussion of this
ShortList™. Constellation can also provide guidance in vendor
selection and contract negotiation.
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. 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/20230802636789/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@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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