CX Award Wins – July 2024

Trophy on a podium with confetti
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NICE Ranked as MetriStar Top Provider in 2024 CCaaS Report

NICE has been recognized as a MetriStar Top Provider in Metrigy’s 2024 CCaaS Platforms report, as well as for Voice of the Customer and On-Premises Contact Center Platforms.

This recognition is based on high customer sentiment scores and documented business success with CXone. Metrigy’s study, which included nearly 1,600 CX leaders, assessed various factors such as technology adoption, spending trends, and provider ratings.

NICE received top scores in service reliability, integrations, AI capabilities, value, and customer service, highlighting the effectiveness of CXone’s platform in managing interactions across all channels.

Robin Gareiss, CEO & Principal Analyst, Metrigy, said: “NICE’s positioning in this report demonstrates NICE’s commitment to its customers by delivering continued innovation on CXone to drive exceptional customer and employee experience.”

Barry Cooper, President, CX Division, NICE, said: “We are honoured for this recognition as a 2024 Top Provider for CCaaS, demonstrating the power of CXone and Enlighten in driving next-gen CX.”

Calabrio Bags Top G2 CCaaS Recognition

Calabrio has been acknowledged as a leader in Contact Center Workforce Software by G2. In G2’s Summer 2024 Report, Calabrio ONE was featured in 83 listings and garnered 21 awards and badges.

Key highlights from their findings include Calabrio’s high scoring in Quality of Support, Ease of Use, Shift Scheduling, Agent Availability.

Joel Martins, Chief Technology Officer and interim Chief Executive Officer at Calabrio, said: “We are honoured to receive this recognition from our customers and G2. It is an acknowledgement of the trust and satisfaction users have in our solutions.

Five9 Recognized as Leader in AI-Powered Solutions

Five9 has been named a Leader in the IDC MarketScape: Worldwide Contact Center-as-a-Service (CCaaS) Applications Software 2024 Vendor Assessment.

The evaluation considered various platform capabilities, including analytics, channels, artificial intelligence (AI), and integrations.

Mary Wardley, program vice president, Customer Service and Contact Centre at IDC, said: “As part of the IDC MarketScape research, IDC found that Five9 is a good fit for companies looking to leverage AI and real-time insights to drive operational efficiencies, agent performance, and customer satisfaction.

Five9 delivers effective AI capabilities across channels and its AI suite of offerings is in a continuous development cycle, emphasizing its ongoing commitment to innovation.”

Mike Burkland, CEO, Five9, said: We believe that this recognition in the IDC MarketScape as a Leader in CCaaS reinforces our strength in enabling businesses to elevate the customer experience and drive better business outcomes.”

Talkdesk Named AI Trailblazer in 2024 KMWorld AI 100

Talkdesk has been named in the 2024 KMWorld AI 100: The Companies Empowering Intelligent Knowledge Management, and featured as an AI Trailblazer.

This recognition honours vendors that integrate AI into their knowledge management offerings. Talkdesk was included for its innovation and success in enabling businesses to use generative artificial intelligence (GenAI) throughout the customer journey.

Tiago Paiva, founder and chief executive officer at Talkdesk, said:It’s an honour to be recognized by KMWorld for our cutting-edge AI innovation. I truly believe with GenAI we can finally close the curtain on bad customer experiences, so that’s where we’re focusing our efforts.”

Author: Hannah Swankie
Reviewed by: Jo Robinson

Published On: 18th Jul 2024 - Last modified: 23rd Jul 2024
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