NICE has announced that it has been named a Leader in Everest Group’s Robotic Process Automation (RPA) PEAK Matrix Technology Vendor Assessment 2020 report.
The contact centre technology vendor received the top score in market presence and capability for Robotic Desktop Automation/attended RPA, primarily driven by its large-scale deployments and enterprise licence agreements.
NICE’s leadership positioning is the result of high scores in market impact and vision and capability as well as reference clients stating they: “Appreciate its product vision and roadmap, continuous innovation, flexibility of the client management team, and comprehensive features/functionalities of the platform.”
The report also states: “Clients have indicated attended automation as its key strength and appreciate customizable callout functionality as being quite helpful, especially to new agents.”
In addition to this, NICE was recognized for its leadership in the telecom vertical and healthy year-on-year growth in its client base in 2019.
Amardeep Modi, Practice Director at Everest Group, said: “NICE has earned its position as a Leader for the third successive time on the RPA Products PEAK Matrix as a result of its continued focus on vision and strategy and strong automation development and integration capabilities.”
“It is our view that NICE’s attended automation offering via NEVA and its AI-based Automation Finder capability are noteworthy strengths highlighting the company’s emphasis on innovation.”
“It is gratifying to see positive feedback from our customers showcased in this report which we consider a reflection of our continued dedication to innovation,” said Barry Cooper, President, NICE Enterprise Group.
“Rapid innovation is a critical path to CX agility especially in today’s times of extreme change. We are committed to unleashing the full potential of the human and robotic workforce and empowering organizations with the best of both worlds.”