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Future of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader

By Greg Tavarez December 20, 2023

The global Contact Center as a Service, or CCaaS, market is expected to grow from $5.15 billion in 2023 to $16.43 billion by 2030, according to a report by Fortune Business Insights. And it makes a lot of sense, considering the benefits CCaaS can bring to businesses. With AI and machine learning (ML) integrations, CCaaS platforms now enable automation and intelligent decision-making capabilities, improving efficiency and enhancing the customer experience.

For example, NICE, a player in the CX space, and its flagship platform, CXone, leverage AI to streamline self-service and agent-assisted interactions across contact centers and beyond.

CXone's AI-powered capabilities enable organizations to provide a frictionless and unified experience across channels, from phone and email to chat and social media. Organizations can also leverage intelligent virtual assistants and chatbot technology to resolve issues efficiently and reduce agent workload as well as equip agents with real-time insights and automated workflows to handle complex inquiries effectively and deliver personalized service. Additionally, with CXone, organizations gain data-driven intelligence from every interaction to improve business processes and drive continuous optimization.

Learn more about NICE and the CX space from Aaron Rice, GM, CXOne Expert, NICE, at the Future of CX Expo on February 13-15, 2024, in Fort Lauderdale, Florida.

With that said, NICE and CXone allow organizations to build lasting customer relationships, boost brand loyalty and achieve key business metrics. Because of that, CXone was named the outright Leader in ISG Provider Lens CCaaS 2023 report. Leaders have a comprehensive product and service offering, a strong market presence and an established competitive position.

NICE was recognized for its orchestrated connectivity, AI-embedded proactivity and certified extensive platform. As for CXone, ISG Provider Lens highlighted rich capabilities that are underpinned by Enlighten, NICE’s purpose-built AI for CX operationalized across the CXone suite.

Enlighten AI’s out-of-the-box AI models objectively and consistently score agents’ soft skills on every interaction, eliminating the need for manual interpretation. Enlighten AI delivers smarter self-service, including proactive contextually aware digital guidance before customers seek help.

“CXone is the only cloud native platform that has a purpose-built AI for CX with Enlighten, providing a unique way to orchestrate augmented intelligence with artificial intelligence,” said Barry Cooper, President, CX Division, NICE.

NICE was also recognized for offering orchestrated handoffs between applications and touchpoints and inter-app workflows within a unified platform as well as its extensive FedRAMP-certified platform. According to the report, the FedRAMP-certified platform has comprehensive native capabilities that address the holistic needs of customers and agents from initial need to resolution with a continuous improvement process.

“We are committed to continuing to lead the CX AI market with innovation that is tightly aligned with enterprises’ top priorities as they all aim to win in the CX AI race,” said Cooper.

To hear more from Aaron Rice, GM, CXOne Expert, NICE, about the CX space, join him for his session at Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. At Future of CX Expo, discuss the latest research and development in the CX field and tools needed to launch applications of future of CX in a range of industries.

Edited by Alex Passett
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CustomerZone360 Editor

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