NICE named leader in IDC MarketScape for CXone Mpower launch

NICE has been recognised as a Leader in the IDC MarketScape: Worldwide Contact Center as a Service Applications Software 2024 Vendor Assessment report. The announcement follows the recent introduction of the CXone Mpower, claimed to be the only customer experience (CX)-aware artificial intelligence (AI) offering available today.

Mary Wardley from IDC commented on the recognition, stating, "Consider NICE when you are looking for a complete platform offering inclusive of analytics, AI, and automation. NICE's global presence, partner ecosystem, and entry into vertical functionality, including certifications, offer a comprehensive next-generation foundation for large global organisations."

The CXone Mpower system leverages continuous experience memory based on historical data and customer preferences to offer contextual insights at critical moments. It utilises interconnected data and applications to aim for optimal outcomes, thus enhancing customer experience awareness. The company states that this functionality aims to transform how organisations manage customer interactions.

Barry Cooper, president of the CX division at NICE, remarked on the acknowledgement from IDC MarketScape: "We believe the IDC MarketScape's recognition of NICE as a Leader is a true testament to our decades of innovation. We have harnessed AI's transformative potential and have been leading the market as we used it to power our CX innovation. With our newly-announced CXone Mpower, the holy grail for CX, organisations have everything they need to deliver extraordinary experiences."

The IDC MarketScape vendor assessment model is designed to evaluate the competitive fitness of information and communications technology suppliers across various markets. The model uses a rigorous scoring methodology based on a mix of qualitative and quantitative criteria. This results in a graphical representation that shows each vendor's position within that particular market. The IDC MarketScape framework offers a comparative assessment of product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors.

Through its comprehensive evaluation method, IDC MarketScape aims to provide technology buyers with a 360-degree assessment to understand the strengths and weaknesses of both current and prospective suppliers. It serves as a guide to help organisations in making informed decisions about their technology investments.

NICE, a provider of AI-powered self-service and agent-assisted CX software, states that it supports over 25,000 organisations in more than 150 countries. The company's CXone platform is marketed as the world's leading cloud-native customer experience platform, designed to enhance the CX strategies of organisations of various sizes.

According to NICE, the deployment of AI technology within their solutions aims to elevate every customer interaction by delivering personalised and efficient service experiences. The company partners with over 85 of the Fortune 100 companies, indicating a significant presence within the global business community.