NICE CXone Named Outright CCaaS Leader Related Articles CCaaS: Definition and Advantages NICE inContact CXone Provides a Strong ROI NICE Named a Leader in the 2022 Gartner Magic Quadrant for CCaaS NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking © Yellow duck - Shutterstock - 2217914965 Filed under - Contact Centre News, NICE, NICE CXone NICE has announced that CXone, the industry’s leading AI Cloud platform, has been named the outright Leader in ISG Provider Lens Contact as a Service (CCaaS) 2023 report out of 22 vendors evaluated. Leaders were noted as having a comprehensive product and service offering, a strong market presence and an established competitive position. NICE was recognized for its orchestrated connectivity, AI embedded proactivity and certified extensive platform. NICE’s award-winning CXone platform is the industry’s leading interaction centric platform driving brands to master the complexity of today’s customer experience interactions. CXone shines in the report, with ISG Provider Lens highlighting its rich capabilities underpinned by Enlighten, NICE’s purpose-built AI for CX operationalized across the CXone suite. ISG Provider Lens said in the report, “CCaaS is evolving rapidly to adapt to the changing requirements of customers and industries. One of the key advancements in this evolution is the integration of AI and ML technologies into CCaaS solutions. By incorporating AI and ML, CCaaS platforms can provide a range of benefits to both businesses and their end users. These technologies enable automation and intelligent decision-making capabilities, improving efficiency and enhancing CX.” Enlighten AI’s out-of-the-box AI models were recognized in the report, with ISG Provider Lens calling special attention to the capabilities of objectively and consistently scoring agents’ soft skills on every interaction, eliminating the need for manual interpretation. The report noted that NICE’s Enlighten AI delivers smarter self-service, including proactive contextually aware digital guidance before customers seek help. NICE was also recognized by ISG Provider Lens for CXone’s robust capabilities offering orchestrated handoff between applications and touchpoints and inter-app workflows within a unified platform. ISG also noted that “CXone offers an extensive FedRAMP-certified platform with comprehensive native capabilities addressing the holistic needs of customers and agents from initial need to resolution with a continuous improvement process.” Building on NICE’s extensive CXone platform, ISG Provider Lens recognized NICE’s program of partnering with clients with a complete suite of customer success and value realization services. Barry Cooper, President, CX Division, NICE, said, “We are committed to continuing to lead the CX AI market with innovation that is tightly aligned with enterprises’ top priorities as they all aim to win in the CX AI race. CXone is the only cloud native platform that has a purpose-built AI for CX with Enlighten, providing a unique way to orchestrate augmented intelligence with artificial intelligence. We are proud to be recognized by ISG for our world-class CCaaS and AI solutions and are eager to maintain this level of excellence for our customers.” This blog post has been re-published by kind permission of NICE CXone – View the Original Article For more information about NICE CXone - visit the NICE CXone Website About NICE CXone NICE CXone combines best-in-class Omnichannel Routing, Workforce Engagement, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. Find out more about NICE CXone Author: NICE CXone Published On: 14th Dec 2023 Read more about - Contact Centre News, NICE, NICE CXone Recommended Articles CCaaS: Definition and Advantages NICE inContact CXone Provides a Strong ROI NICE Named a Leader in the 2022 Gartner Magic Quadrant for CCaaS NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter