NICE CXone Named Outright CCaaS Leader In ISG Provider Lens 2023 Report
13 Diciembre 2023 - 7:00AM
Business Wire
NICE CXone received the highest overall scores
in competitive strength and portfolio attractiveness with Enlighten
also recognized for delivering smarter self-service
NICE (Nasdaq: NICE) today announced that CXone,
the industry’s leading AI Cloud platform, has been named the
outright Leader in ISG Provider Lens Contact as a Service (CCaaS)
2023 report out of 22 vendors evaluated. Leaders were noted as
having 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. NICE’s award-winning
CXone platform is the industry’s leading interaction centric
platform driving brands to master the complexity of today’s
customer experience interactions. CXone shines in the report, with
ISG Provider Lens highlighting its rich capabilities underpinned by
Enlighten, NICE’s purpose-built AI for CX operationalized across
the CXone suite.
ISG Provider Lens said in the report, “CCaaS is evolving rapidly
to adapt to the changing requirements of customers and industries.
One of the key advancements in this evolution is the integration of
AI and ML technologies into CCaaS solutions. By incorporating AI
and ML, CCaaS platforms can provide a range of benefits to both
businesses and their end users. These technologies enable
automation and intelligent decision-making capabilities, improving
efficiency and enhancing CX.”
Enlighten AI’s out-of-the-box AI models were recognized in the
report, with ISG Provider Lens calling special attention to the
capabilities of objectively and consistently scoring agents’ soft
skills on every interaction, eliminating the need for manual
interpretation. The report noted that NICE’s Enlighten AI delivers
smarter self-service, including proactive contextually aware
digital guidance before customers seek help. NICE was also
recognized by ISG Provider Lens for CXone’s robust capabilities
offering orchestrated handoff between applications and touchpoints
and inter-app workflows within a unified platform. ISG also noted
that “CXone offers an extensive FedRAMP-certified platform with
comprehensive native capabilities addressing the holistic needs of
customers and agents from initial need to resolution with a
continuous improvement process.” Building on NICE’s extensive CXone
platform, ISG Provider Lens recognized NICE’s program of partnering
with clients with a complete suite of customer success and value
realization services.
Barry Cooper, President, CX Division, NICE, said, “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. 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. We are proud to be recognized by ISG for
our world-class CCaaS and AI solutions and are eager to maintain
this level of excellence for our customers.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20231213391196/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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