customer

CustomerZone360 NEWS

CustomerZone360 Home

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

CustomerZone360 Editor

SHARE THIS ARTICLE
Related Articles

Happy Employees, Happy Customers

By: Special Guest    9/16/2022

The right contact center solution can increase employee satisfaction, also driving customer experience and satisfaction.

Read More

Barry Callebaut Bolsters Customer Experience with Vonage

By: Greg Tavarez    9/15/2022

Barry Callebaut selected the Vonage Contact Center for Salesforce solution to help optimize customer communications and enhance its operations.

Read More

Sharp NEC Display and Guise AI Partner for Solution That "Sees" In-Person Customers

By: Tracey E. Schelmetic    9/12/2022

Sharp NEC Display Solutions partnered with Guise AI to launch a computer vision solution to produce sharper audience insights and improved customer ex…

Read More

Modern Call Center Technological Trends

By: Contributing Writer    9/12/2022

Even today, more than 50% of the people complain about the inefficient and unsatisfactory response they get from call centers. The arrival of the pand…

Read More

Use of AI to Improve Customer Experience

By: Contributing Writer    9/12/2022

Thousands of operators are hired to give instructions to the customers over the phone. More than 50% of these issues can be resolved through simple in…

Read More