NICE (Nasdaq: NICE) today announced that it has been recognized as a MetriStar Top Provider in Metrigy’s 2024 Contact Center-as-a-Service (CCaaS) Platforms report out of a total of 18 companies evaluated. Additionally, NICE was recognized as a Top Provider for Voice of the Customer and On-Premises Contact Center Platforms. The MetriStar Award is based on both customer ratings and quantitative metrics correlating the use of providers’ offerings with measurable business success. NICE’s top positioning is the result of high customer sentiment scores and customer- documented business success with CXone by evaluated customers.
Through this comprehensive study, which included surveying nearly 1,600 CX leaders, Metrigy assessed technology adoption plans, spending trends, provider adoption rates, applications in use, provider ratings, business success, and more. NICE received top scores in reliability of service, integrations with key apps or platforms, AI capabilities, value, and customer service. This demonstrates the value that CXone’s interaction-centric platform is driving for NICE customers, enabling organizations to effectively manage every interaction, assisted and unassisted, across every channel, voice and digital.
Robin Gareiss, CEO & Principal Analyst, Metrigy, said, “The CCaaS space has changed dramatically over the last year. CX AI is transforming what organizations can deliver from their CCaaS platform. NICE’s positioning in this report demonstrates NICE’s commitment to its customers by delivering continued innovation on CXone to drive exceptional customer and employee experience.”
Barry Cooper, President, CX Division, NICE, said, “CXone provides a unified interaction-centric platform that converges rich CX capabilities and leverages Enlighten, NICE’s award-winning AI purpose-built for CX, to drive improved experiences for consumers and employees. We are honored for this recognition as a 2024 Top Provider for CCaaS, demonstrating the power of CXone and Enlighten in driving next-gen CX.”
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