NICE positioned furthest for Completeness of
Vision
NICE (Nasdaq: NICE) today announced that Gartner
has recognized NICE as a Leader in the 2023 Gartner Magic Quadrant
for Contact Center as a Service (CCaaS) report. NICE placed the
furthest overall for its Completeness of Vision in the Leaders
Quadrant. This marks the ninth consecutive year that NICE has been
named a Leader in the CCaaS Magic Quadrant.
This 2023 Gartner Magic Quadrant for CCaaS states, “The contact
center market is migrating from on-premises to cloud based CCaaS
solutions, including those with many thousands of agents and
advanced digital and self-service requirements. This research will
help customer service and support technology leaders find the right
provider for their needs.”
“CCaaS is now the go-to technology for most organizations
looking to procure or replace traditional on-premises contact
center technologies. CCaaS solutions are also starting to be
deployed in multithousand-seat environments, even though these may
comprise multiple smaller entities. This reflects the desire of
customer service organizations to consolidate multiple stand-alone
environments and move forward with a single, strategic supplier,
preferably in the cloud.”
NICE delivers the industry’s leading combination of CCaaS, WEM,
Analytics, AI and Digital Self-Service on CXone, the foremost open,
cloud CX platform. The CXone platform is wider and deeper than any
other CX solution in the market, driving exceptional digital
self-service and agent-assisted customer interactions. CXone is
powered by NICE’s purpose-built Enlighten AI which is built from
the CX industry’s largest labelled dataset. NICE integrates
generative AI into Enlighten to deliver truly conversational AI,
powering next-level digital self-service, and guiding consumers,
employees and brands with AI-driven actions.
"We are thrilled to see that our substantial investment in CX
innovation along with our significant business success is reflected
in the report and we are recognized as a Leader by Gartner for the
ninth consecutive year," said Barry Cooper, President, CX
Division, NICE. "We believe this recognition from Gartner
amplifies NICE’s ongoing commitment to lead the next generation of
customer service with CXone. CXone, with advanced AI capabilities
and a complete approach to managing full customer journeys across
unattended, attended, digital and voice interactions, is allowing
organizations to differentiate through customer experience in
today’s digital era."
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 each year
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, Magic Quadrant for Contact Center as a Service, Drew
Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth. 7 August,
2023. GARTNER is a registered trademark and service mark of
Gartner and Magic Quadrant is a registered trademark of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and are
used herein with permission. All rights reserved. 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.
*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 from 2017 until 2019. 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
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/20230808825794/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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