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Omdia ranks NICE as a market leader in new research report

Omdia has designated NICE as a market leader in its Customer Engagement Platforms, 2022-23 research report, based on its functionality and capability scores.

In addition, Omdia's evaluation criteria acknowledge companies that represent leading solutions that it believes deserve a place on most technology selection shortlists due to the commanding market position they hold for a product that is widely accepted as the best of breed.

Omdia placed emphasis on NICE's cloud-native customer experience platform, CXone, for its three unique strengths:

  • Universal AI models for all the major CX use cases and an AI framework that enables continuous learning across the CXone portfolio.
  • Its focus on conversational self-service, CX domain expertise (WFO, CCaaS and CX platform, agent preparation efforts for digital adoption.
  • Its open cloud platform with hundreds of APIs.

NICE's leadership ranking was also driven by an independent customer satisfaction score of 9 out of 10.

The company's maximum scores for Solution Innovation validate its Customer Experience Interactions (CXi) framework supplied through a unified suite of applications on the completely integrated CXone platform.

“Customer expectations are changing, and organisations look to us for a complete, connected, and intelligent platform to easily reduce friction,” NICE CXone CEO Paul Jarman says.

“This transformation allows organisations to meet their customers wherever they are and however they choose to start their journeys, to create cohesive digital experiences.

“Our leadership designation is an honour and we are proud to be the leader of choice in innovative solutions.

CXi also provides an in-depth way to bridge the gap between today's consumer expectations and a company's delivery of superior experiences.

Redefining the way organisations engage and interact with customers, CXi provides the industry's only combination of CCaaS, WFO, analytics, AI, and digital self-service, creating smart, connected, proactive, self-service and human-assisted interactions across the holistic customer journey.

The Omdia recognition comes after NICE was recognised as a Leader in the 2022 Gartner Magic Quadrant for Robotic Process Automation (RPA) research report.

As one of 16 vendors evaluated, this marks the first time NICE has been positioned as a Leader in this Magic Quadrant for RPA.

Gartner positioned it in the Leaders quadrant for its ability to execute and completeness of vision.

“Robotic process automation remains a popular software market for improving operational efficiency with tactical automation most often happening via screen scraping,” Gartner says in the report.

“This Magic Quadrant evaluates 16 enterprise RPA vendors to help you make the best choice for your organisation's task automation needs.

NICE RPA gives customers a complete spectrum of automation offerings from a single platform, combining attended, unattended and cognitive automation.

NICE believes this streamlines processes and removes errors, allowing employees to shift their focus to high-value tasks.

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