NICE inContact CXone Named a Leader in Cloud Contact Centers by Independent Research Firm

NICE inContact, a NICE (Nasdaq: NICE) business, today announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been named a leader for Cloud Contact Centers by Forrester Research. CXone received the highest possible score in the market presence category and is top ranked in the current offering category. The Forrester Wave^TM: Cloud Contact Centers, Q3 2018¹ positions CXone among the most significant cloud contact center solutions in the market.

In addition to receiving the highest possible score in market presence and being top ranked in current offering, CXone received top scores in three of 10 evaluated subcategories:

• Omnichannel capabilities
• User interface
• Infrastructure

CXone also received among the top scores in these subcategories:

• Customer success
• Reporting and analytics
• Installed base

“An earlier start in cloud has afforded certain vendors first-mover advantage, as they’ve been able to flesh out their suites with differentiated features,” stated the Forrester Research report. The report noted, “The combination of NICE and inContact (acquired by NICE in 2016) has culminated with CXone – a full-featured, multitenant contact center offering with native WFO and analytics.”

In addition to affirming that cloud is the future of the contact center software market, Forrester emphasized the importance of native WFO, “Native WFO allows a broader range of contact center managers, team leaders, and agents to navigate across the contact center system using a common user interface. A consolidated set of operational data, agent evaluations, and schedules provides a foundation for AI applications that will further boost contact center efficiency and effectiveness.”

“Today, to win in the customer experience economy, companies must compete at a higher level. Organizations of all sizes are choosing CXone to power exceptional customer experiences in order to build loyalty, wallet share, and advocacy,” said Paul Jarman, NICE inContact CEO. “We are honored that CXone was named a leader in the Cloud Contact Center Wave evaluation and believe this demonstrates NICE inContact’s dedication to a customer-obsessed business vision, product strategy, and in-market execution for CXone – delivering a unified suite on a flexible and powerful open cloud customer experience platform.”