NICE earned the highest possible scores in
market share, financial strength and product mix
NICE (Nasdaq: NICE) today announced that it has
been named the leader in Metrigy’s inaugural Contact
Center-as-a-Service MetriRank 2023 report, out of 11 companies
ranked. In addition to earning the highest possible scores in
market share, financial strength, and product mix, NICE received
two notably high customer sentiment ratings relative to the other
report leaders, for platform reliability and AI capabilities.
The purpose of the MetriRank study is to evaluate leading CCaaS
providers on a fixed set of criteria to assess which are best
positioned to succeed in the long term. Metrigy’s quantitative
ratings are based on critical and factual metrics, including market
share, common financial ratios, product details, and customer
ratings, eliminating analyst bias that may exist in provider
rankings. Metrigy defines CCaaS as customer interaction software
delivered as a service over a cloud-based platform; this includes
Automatic Call Distributors (ACDs), Interactive Voice Response
(IVR), predictive dialer, AI, channel integration, etc.
Metrigy highlighted NICE’s market dominance in the report
saying, “Given its commanding market share lead, prowess in product
development, and financial strength to get it to the next levels,
NICE is well positioned to maintain its No. 1 position in the CCaaS
market.” Recognizing CXone, NICE’s award-winning CCaaS platform,
the Metrigy report noted NICE’s ability to enable smart
self-service through the entire customer journey, while providing
an omnichannel experience. The report also called attention to
NICE’s Enlighten AI solution, purpose-built for CX, that underpins
the entire CXone platform, with the report noting NICE’s recent
portfolio additions of Enlighten Autopilot, providing
next-generation self-service; Enlighten Copilot, for live agent
guidance; and Enlighten Actions, for optimizing automation. Given
NICE's leading financial position, it's in a "unique position among
many of its peers, which are not profitable and have negative
operating margins. With continued revenue growth, a strong gross
margin, and positive operating cash flow, NICE can invest in
further product development and/or acquisitions, channel activity,
and market expansion better than most of its competition."
“NICE is the undisputed leader in our inaugural CCaaS MetriRank
report, with the largest market share, strong financials, and full
marks for product mix. NICE has a commanding lead on the field,
putting it in a good position to continue top performance over the
next few years,” said Metrigy Principal Analyst Diane Myers,
who led the research team and has conducted market forecasts,
market share analysis, and rankings for nearly 30 years.
Barry Cooper, President, CX Division, NICE, said, “We are
proud to be recognized as the undisputed leader for CCaaS in
Metrigy’s inaugural MetriRank report. It is a clear recognition of
NICE’s commitment to helping brands realize the power of AI and
cloud technologies to lead in the new generation of customer
experience. We spent the last 6 years building CXone from the
ground up using the highest quality cloud technologies, infusing
purpose-built AI across the platform, enabling businesses to
deliver exceptional CX. We are eager to continue to cement our
status as the market leader in CCaaS and look forward to what’s to
come thanks to NICE’s ongoing investment in CX innovation.”
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/20230821232109/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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