NICE CXone Named Overall Leader in 2021 SPARK Matrix™ for Contact Centre as a Service Report
Receiving the strongest ratings for technology excellence and customer impact, CXone recognised for holistic approach to improving agent and customer experiences via unified digital-first self-service and omnichannel capabilities
NICE have announced that it has been recognised as the overall leader in the 2021 SPARK Matrix™ for Contact Centre as a Service (CCaaS) report. The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 23 vendors, gave NICE CXone the highest ratings in the technology excellence and customer impact performance parameters. The report also acknowledged CXone as the first platform to unify best-in-class omnichannel routing, analytics, workforce optimisation, automation, and artificial intelligence on an open cloud foundation.
Citing numerous strengths, the Quadrant Knowledge Solutions report noted “NICE offers CXone, its cloud-native customer experience platform that enables CXone customers to self-select innovative products and extend the CXone solutions every day that will positively impact business outcomes. Additionally, CXone offers comprehensive capabilities, including customer analytics, omnichannel routing, workforce engagement, open cloud foundation, AI, and automation, amongst others.” The report also highlighted CXone’s strong partnership capabilities. “The company also offers integration with RESTful APIs and the DEVone developer program, which provides reliability, security, and flexibility needed to scale and innovate easily.”
Sofia Ali, Analyst at Quadrant Knowledge Solutions, said,
“NICE offers CXone its cloud-native customer experience platform that enables CXone customers to self-select innovative products while extending and scaling the CXone solutions that will positively impact business outcomes. The company has received strong ratings across the parameters of technology excellence and customer impact and has also been positioned amongst the technology leaders in the 2021 SPARK Matrix™ of the Contact Centre as a Service (CCaaS) market”,
.“NICE CXone contact centre solution offers a holistic approach for improving both agent and customer experiences via its unified digital first omnichannel capabilities, workforce optimization, and real-time monitoring of digital channels to boost agents’ efficiency and foster customer relationship”, adds Sofia.
Paul Jarman, NICE CXone CEO, commented,
“As customer demand for effortless service across digital channels intensifies, it is our goal to help businesses deliver proactive, digitally fluent and agile experiences to their digital doorstep,” .
“We are committed to offering innovative products that reach customers across digital touchpoints, expanding beyond the contact centre and driving positive business outcomes.”
For a complimentary copy of the SPARK Matrix™ for Contact Centre as a Service report, click here.
Quadrant Knowledge Solutions is a global advisory and consulting firm, which mainly focuses on helping clients and allows them to achieve business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments.
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With NICE it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.
