NICE has been named a Technology Leader in the 2022 SPARK Matrix for Voice of the Customer (VoC) Platform report, positioned furthest to the right for technology excellence.
The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 22 vendors, gave NICE VoC the strongest rating for technology excellence.
In addition, NICE was recognised as an AI-infused offering with the ability to act immediately on customer feedback to foster improved customer engagement.
The Quadrant Knowledge Solutions report referenced a range of strengths, noting in particular NICE VoC's ability to turn solicited and unsolicited digital feedback into a structured and unstructured data format and send alerts regarding metrics and trends to assist enterprises in "[leveraging] comprehensive experience insights to drive action and close the loop."
"NICE VoC enriches its predictive, prescriptive, and proactive guidance, which assists agents, customers, and business users in making informed decisions by providing actionable intelligence in real-time during every interaction," the report states.
Further, the report emphasised NICE VoC's inclusion in the CXone FedRAMP (Federal Risk and Authorization Management Program), which allows organisations to validate the security of the systems and protect customer data.
"NICE offers superior AI-infused solutions that enable organisations to leverage deep and actionable insights in real-time to make informed decisions," says Preshit Parab, Analyst, Quadrant Knowledge Solutions.
"NICE VoC platform's ability to support real-time actions helps organisations instantly act on the feedback from customers to drive better customer engagement.
"The company continues to deliver value to its customers through its key technology differentiators, including customer journey-based analytics, real-time actions, a one-stop-shop VoC solution, and a holistic and unified solution.
"With its robust technology roadmap and vision, sophisticated technology solutions, and AI capabilities, NICE continues to remain a leader in the SPARK Matrix: Voice of the Customer (VoC), 2022."
NICE notes that its leadership in VoC is further demonstrated with recognition as the overall leader by Quadrant Knowledge Solutions in the 2022 SPARK Matrix for Speech Analytics report.
This Quadrant Knowledge Solutions report gave NICE the highest ratings in both the technology excellence and customer impact performance parameters.
Moreover, the report acknowledged NICE CX Analytics' key differentiators, including rapid time to value with out-of-the-box Enlighten AI solutions and use cases that include purpose-built AI technologies that are embedded into the NICE CX suite of applications and processes for real-time impact.
"NICE is pleased to be named once again as a VoC leader and recognised for our AI-infused solution that unifies, analyses, and acts on all forms of feedback across the customer's digital-first omnichannel journey to increase customer loyalty and retention while enabling agents to best serve customers in real-time," says Barry Cooper, President, CX Division, NICE.
"We are committed to Voice of the Customer innovations that remove friction from customer and agent experiences and that also address systemic issues to optimise the comprehensive customer journey."