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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

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