NICE inContact Recognised in Gartner’s Magic Quadrant Once Again


NICE inContact, provider of CXone, has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

NICE inContact achieved the highest overall position for its ability to execute, and has been named a leader every year since this Magic Quadrant’s inception.

NICE inContact sells into a broad range of company sizes, has strong integration of cloud native Workforce Engagement Management (WEM) functionality, a notable headstart in the AI-enabled contact center market, and broad CRM and third party integrations.

CXone has over 275,000 agents in the cloud in more than 100 countries. The Gartner report states: “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.”

Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.

NICE inContact is part of NICE, the only company named a Leader in both the Magic Quadrant for Contact Center as a Service, North America and the Magic Quadrant for Workforce Engagement Management.

Paul Jarman

“Our NICE inContact dedication to a customer-obsessed business vision and product strategy, fuels the successful in-market execution of CXone,” said Paul Jarman, NICE inContact CEO.

“CXone – a unified suite on a flexible and powerful open cloud customer experience platform – powers immersive and engaging experiences for agents and customers alike while providing a future-proof platform for innovative organizations across the globe.”

Broad CRM and Third-Party Systems Integrations

The DEVone CXexchange marketplace extends NICE inContact CXone with more than 100 partner applications built on hundreds of open APIs and pre-integrated with CXone.

Combining CXone with DEVone partner applications makes it easy for contact centres of all sizes to add solutions for AI-powered self-service, process automation, mobile and ecommerce, benchmarking and analytics, CRM Extensions, and other industry-specific needs.

Gartner’s Magic Quadrant evaluates Contact Center as a Service (CCaaS) providers within the cloud contact centre service solutions industry.

This Magic Quadrant provides the following definition for its leaders: “Given that the CCaaS market in North America is still maturing, Leaders are best described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers.”

“Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration with a variety of third-party systems.”

“NICE inContact is pleased to be recognized as a Leader and to achieve the highest overall position for ability to execute,” said Paul Jarman.

“We believe this recognition confirms our focus on and commitment to delivering the world’s most complete, flexible, and unified cloud customer experience platform in order to help organizations deliver exceptional customer experiences, every time, to achieve their business goals.”

NICE inContact CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.

This news story has been re-published by kind permission of NICE inContact – View the original post

To find out more about NICE inContact, visit their website.

Published On: 19th Nov 2018
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