NICE announced that it has been named a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment. A total of 16 vendors were evaluated. The IDC MarketScape study assessed conversational intelligence software vendors on two axes: capabilities and strategies. NICE attributes this recognition to CXone Mpower’s ability to consolidate conversational intelligence and analytics into a single, AI-powered platform.
In part, the IDC MarketScape report states: “Consider NICE when you are looking for a conversational analytics vendor that also provides contact center, knowledge base, and customer self-service capabilities. NICE offers a broad partner ecosystem and massive vertical-specific AI model library that along with a number of regulatory and compliance certifications, can make it a good choice for a variety of highly regulated industries.”
The report notes, “If your organization is not using or evaluating conversational intelligence for reporting and analysis purposes, it should be. Many organizations have developed strong return-on-investment (ROI) results from the reports and analysis done for customer service and even internal operations.”
CXone Mpower is NICE’s industry-leading AI platform, redefining customer service automation with intelligent, end-to-end automation. By unifying workflows, empowering agents, and centralizing knowledge, CXone Mpower eliminates silos and drives large-scale service transformation. With over 1,000 pre-built CX AI models, it delivers AI-powered service at scale, helping businesses operate smarter and faster. AI is a cornerstone of CXone Mpower’s impact, included in 97% of NICE’s large enterprise deals over $1 million in ARR—demonstrating its prominent role in automated customer service.
“Organizations that fail to harness conversational intelligence risk missing critical insights that drive business success,” said Dave Schubmehl, Research Vice President, AI and Automation at IDC. “NICE’s CXone Mpower AI platform empowers businesses with AI-driven intelligence to understand and optimize every customer service interaction—whether AI- or agent-led—resulting in smarter decision-making and improved service outcomes.”
Barry Cooper, President, CX Division, NICE, said, “CXone Mpower revolutionizes customer service by unifying conversational intelligence, real-time insights, and self-service analytics into a single AI-powered platform. By eliminating silos and automating reporting, businesses can make faster, smarter decisions with confidence—backed by industry-leading AI models and an extensive partner ecosystem.”
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