NICE announced that it was the only vendor named a Customers’ Choice in the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service (CCaaS). This is the second time NICE has been recognized as a Customers’ Choice. This distinction is based on feedback and ratings from verified end users. As of November 2023, based on 87 reviews, NICE received an overall rating of 4.6 out of 5, with 91 percent of customers saying they would recommend NICE. For a complimentary copy of the report, click here.
According to Gartner, “Vendors placed in the upper-right quadrant of the “Voice of the Customer” quadrants are recognized with the Gartner Peer Insights Customers’ Choice distinction, denoted with a Customers’ Choice badge. The recognized vendors meet or exceed both the market average Overall Experience and the market average User Interest and Adoption.”1
NICE received a 4.8 out of 5 rating for CXone Product Capabilities and 4.7 out of 5 for both Sales Experience and Deployment Experience from customers. NICE CXone Mpower is the ultimate hyper AI platform for customer service automation. CXone Mpower revolutionizes AI for customer service, enabling enterprises to design, build and operate automation for workflows, agents and knowledge at scale and precision.
In the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service, comments from actual NICE customers include:
- “Expert platform allowed us to scale and provide great customer experiences”
- “Best CX product in the market at this moment in time”
- “Cutting edge, adaptive & customer centric!”
Barry Cooper, President, CX Division, NICE, said, “It is our greatest honor to enable our customers to deliver exceptional employee and customer experiences. We innovate at the highest level to bring the latest, cutting-edge CX AI solutions to businesses of all sizes across all industries. We extend the utmost gratitude to our industry-leading customers for this recognition as the only vendor named CCaaS Customers’ Choice on Gartner Peer Insights for 2024.”
1Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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