customer

CustomerZone360 NEWS

Free eNews Subscription

NICE Recognized for Customer Engagement Capabilities

By Greg Tavarez August 24, 2022

NICE enables organizations to address today’s consumer and employee expectations by delivering consistent and personalized digital-first experiences with CXone, a cloud CX platform. NICE combines digital entry points, smart self-service, prepared agents and complete performance suite, all embedded with its CX Analytics, AI and domain expertise.

In its Customer Engagement Platforms, 2022-23 research report, Omdia evaluated NICE as a market leader. Market leaders are characterized as having the best scores in terms of functionality and capabilities and represent leading solutions Omdia believes are on most technology selection shortlists.

Omdia highlighted NICE’s cloud-native customer experience platform and noted three strengths of NICE CXone:

  • Universal AI models for major CX use cases and an AI framework that enables continuous learning across the CXone portfolio.
  • Its focus on conversational self-service, CX domain expertise (WFO, CCaaS, and CX platform), agent preparation efforts for digital adoption.
  • Its open cloud platform with hundreds of APIs.

NICE’s leadership designation was also driven by an independent customer satisfaction score of 9 of 10.

NICE CXone’s maximum scores for Solution Innovation validate the value of its Customer Experience Interactions, or CXi, framework delivered through a unified suite of applications on the CXone platform.

CXi offers a comprehensive approach to bridge the gap between today’s consumer expectations and organizations’ delivery of experiences. Redefining the way organizations engage and interact with customers, CXi provides a combination of CCaaS, WFO, analytics, AI and digital self-service.

“Customer expectations are changing, and organizations look to us for a complete, connected and intelligent platform to easily reduce friction,” said Paul Jarman, CEO, NICE CXone.


Edited by Erik Linask
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

SHARE THIS ARTICLE
Related Articles

Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility

By: Tracey E. Schelmetic    3/28/2024

Customer engagement company Verint recently announced the launch of the Verint TimeFlex Bot to redefine agent scheduling flexibility in the contact ce…

Read More

Attentive Offers Solutions for Better AI Customer Interaction and Personalization

By: Tracey E. Schelmetic    3/28/2024

AI marketing platform company Attentive recently announced the next generation of Attentive AI with two premium AI solutions - AI Journeys and AI Pro.

Read More

The Future of Customer Service? Vonage Integrates Generative AI into Conversational Commerce

By: Greg Tavarez    3/27/2024

Vonage, a cloud communications provider under Ericsson, today announced generative AI integration within its Conversational Commerce platform, powered…

Read More

Talkdesk and Verint Expand Partnership for Workforce Management

By: Tracey E. Schelmetic    3/26/2024

AI-powered contact center solutions provider Talkdesk, Inc. recently announced an expanded partnership with Verint to provide automated workforce mana…

Read More

German Multinational Henkel Expands Relationship with Adobe for Generative AI

By: Tracey E. Schelmetic    3/25/2024

Henkel, a German multinational chemical and consumer goods company, recently expanded its partnership with Adobe to advance Henkel's content supply ch…

Read More