NICE inContact Named in Forrester Report

NICE inContact CXone has been named a leader for cloud contact centres by Forrester Research.

CXone received the highest possible score in the market presence category and is top ranked in the current offering category.

The Forrester Wave: Cloud Contact Centers, Q3 2018 report positions CXone among the most significant cloud contact centre solutions in the market.

In addition, CXone received top scores in three of 10 evaluated subcategories:

  • Omnichannel capabilities
  • User interface
  • Infrastructure

CXone also received among the top scores in these subcategories:

  • Customer success
  • Reporting and analytics
  • Installed base

“An earlier start in cloud has afforded certain vendors first-mover advantage, as they’ve been able to flesh out their suites with differentiated features,” stated the Forrester Research report.

The report noted: “The combination of NICE and inContact (acquired by NICE in 2016) has culminated with CXone – a full-featured, multi-tenant contact centre offering with native WFO and analytics.”

In addition to affirming that cloud is the future of the contact centre software market, Forrester emphasised the importance of native WFO: “Native WFO allows a broader range of contact centre managers, team leaders, and agents to navigate across the contact centre system using a common user interface.”

“A consolidated set of operational data, agent evaluations, and schedules provides a foundation for AI applications that will further boost contact centre efficiency and effectiveness.”

Paul Jarman

“Today, to win in the customer experience economy, companies must compete at a higher level. Organisations of all sizes are choosing CXone to power exceptional customer experiences in order to build loyalty, wallet share, and advocacy,” said Paul Jarman, NICE inContact CEO.

“We are honoured that CXone was named a leader in the Cloud Contact Center Wave evaluation and believe this demonstrates NICE inContact’s dedication to a customer-obsessed business vision, product strategy, and in-market execution for CXone – delivering a unified suite on a flexible and powerful open cloud customer experience platform.”

The Forrester report identifies and evaluates 11 of the most significant cloud contact centre vendors based on a 32-point criteria including current offering, strategy, and market presence.

This first ever Forrester Wave for cloud contact centres provides a valuable resource for organisations that are seeking to improve customer experience (CX) and reduce operating costs by modernising their contact centre technology.

Increasingly, contact centres of all sizes, including large enterprises, are moving to the cloud to achieve their business goals and win in the experience economy.

As noted in the Forrester Wave: “As on-premises contact centre technology becomes outdated and less effective, improved systems architected for cloud-based delivery that support AI, workforce optimization (WFO), and omnichannel will dictate which providers lead the pack.”

To find out more about NICE inContact, visit:

Published On: 28th Sep 2018 - Last modified: 2nd Oct 2018
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