NICE CXone Earns Top Honors for Contact Center Platforms in Metrigy Research
NICE’s end-to-end integrated contact center platform, CXone, delivers proven business success and is highly rated by customers
PLEASANT today announced that it has been recognized as one of MetriStar’s top vendors in the Contact Center Platform category among 16 companies evaluated. Based on a ranking of sentiment scores and proven business successes among NICE customers, the Metrigy report assesses the value realized from various contact center solutions. With both quantitative metrics and open qualitative feedback, customers have rated the NICE platform highly in almost every area.
The Metrigy report gave NICE the highest overall score among the 16 contact center vendors evaluated, with capabilities such as product/service value, security capabilities, and integrations with other applications as the areas most more efficient. The report highlighted NICE’s comprehensive customer experience portfolio as key to its top score in the report’s customer sentiment and business success areas. Its global reach, excellence in AI and automation through Enlighten AI, ability to integrate with WFO, and providing related benefits to agents and supervisors in coaching, scheduling, and more were also highlighted in the report.
The assessments behind NICE’s recognition as a top vendor were conducted as part of Metrigy’s Customer Experience MetriCast 2022 study, which included surveys of 1,846 CX leaders from companies across 10 countries in three regions (North America, Europe, Asia-Pacific). Participants provided feedback on both measurable business impact and their subjective evaluation of the contact center platforms they used.
Business impact was assessed using data showing before and after changes in relevant metrics (revenue, cost, customer ratings, and agent efficiency). Customer sentiment was based on participants’ ratings of the platform for its value (“value for money”), features, reliability, integration, analytics and AI capabilities, support, and his safety. These results provided information to rank the correlation between the use of contact center platforms and measurable business success.
Robin Gareiss, CEO and Principal Analyst, Metrigy, commented,
“Contact center platforms are the communications core of all customer engagement technologies. They can include routing calls to the appropriate customer service agents, self-service options, omnichannel interaction capabilities, and more. Increasingly, vendors like NICE that are embracing emerging technologies are adding artificial intelligence-based applications, such as conversational AI, personalized analytics, and adaptive workforce optimization.
In a crowded field, NICE stands out for bringing its customers both consistent business success and satisfaction. We are pleased to honor NICE’s achievement by naming it MetriStar Top Provider.
Paul Jarman, CEO, NICE CXone, commented,
“Today, eliminating friction in CX requires an end-to-end contact center platform powered by AI and combining digital entry points, journey orchestration, intelligent self-service, prepared agents and performance optimization tools.
We are very pleased to see that Metrigy research provides independent recognition of the value our customers derive from our commitment to creating effortless, consistent and personalized contact center interactions.
With NICE, it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.
For more information on NICE, see their company profile