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Forrester Research highlights top cloud contact centre solution

Mon, 31st Aug 2020
FYI, this story is more than a year old

NICE inContact's cloud contact centre evaluation solution has ranked top for both current offering and strategy.  According to Forrester Research, NICE inContact CXone has been recognised as a leader for cloud contact centres.

The Forrester Wave: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report has identified CXone among the most significant cloud contact centre platforms in the market, with CXone receiving the highest possible score in the market presence category and securing top ranking in the current offering and strategy categories.

NICE inContact CXone earned the highest possible scores in 29 of the 33 criteria used by Forrester to evaluate 10 of the most significant cloud contact centre vendors.

For companies seeking a cloud contact centre provider, Forrester's independent research provides in-depth analysis and insights to aid in the decision-making process.

According to the Forrester Research report, “NICE inContact lights it up with best-in-class WFO, a broad channel mix, and scale.

The report continues, “Shortlist NICE inContact when seeking innovative customer experiences across a wide set of channels with strong agent management capabilities.

In addition to receiving the highest possible score in the market presence category and being top-ranked in the current offering and strategy categories, CXone was also among the highest scores in six of seven evaluated criteria within the strategy category, including product vision, execution road map, customer success, and partner ecosystem.

More specifically, CXone received top scores in current offerings, including routing algorithms, quality monitoring, contextual data management, and text and speech analytics.

CXone was also among the highest scores in 17 of 24 evaluated criteria in current offering, including: high reliability, number of customer service agents (users), user experience strategy and design, analysis tools, omni channel agent desktop, breadth of customer relationship management (CRM) integration capabilities, workforce management, support for agent-assisted touchpoints, and support for self-service capabilities.

Forrester Wave author, vice president and principal analyst, Art Schoeller, noted the following in the report, “As on-premises contact centre (CC) software becomes outdated and less effective, integrated CCaaS suites improve omnichannel and workforce optimisation (WFO) - as well as enable a broader range of AI applications.

Schoeller wrote, “Today's vibrant contact centre market is defined by a shift to multi tenancy, integrated suites that overlay customer interaction management, self-service, embedded AI, and enhanced workforce optimisation.

"These elements have come together to lay the groundwork for change and differentiation in the CCaaS market.

NICE inContact CEO Paul Jarman says, “Our position as a leader in this evaluation is no accident. We believe it's the result of our pioneering efforts in innovation and our unwavering commitment to partner with our customers to help them build customer relationships that last.

“This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.

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