NICE Applauded by Frost & Sullivan for Improving the Contact Center and Customer Experience (CX) with Its CXone Workforce Engagement Platform
CXone delivers extended digital-first reach, hyperpersonalization, true omnichannel with digital-to-voice elevation, real-time interaction, expanded self-service, and workforce engagement
SAN ANTONIO, Dec. 19, 2022 /PRNewswire/ — Frost & Sullivan recently researched the Asia-Pacific cloud contact center services industry and, based on its analysis, recognizes NICE with the 2022 Asia-Pacific Cloud Contact Center Services Technology Innovation Leadership Award. The company has the industry’s broadest and most innovative solutions that deliver efficient, consistent, and customized digital-first experiences. With a contact center product strategy pinned on the cloud and on omnichannel, AI, and analytics pillars, NICE is a recognized leader in customer interaction solutions that help clients predict customer intent, take action to improve service, and deliver exceptional CX. The company’s comprehensive end-to-end CX solutions address customer and employee requirements with:
- Digital customer engagement
- Real-time interaction management
- Self-service and omnichannel options
- Voice-of-customer features
- Intelligent insights and automation services
- Process automation
NICE CXone is a fully integrated cloud contact center platform targeting small and medium businesses and enterprises. The enterprise-grade omnichannel cloud-native platform delivers complete, unified application suites. NICE differentiates itself by rewriting its contact center solutions from scratch on the CXone platform, allowing developers and enterprise clients to add new functionality easily and quickly. The solution is highly flexible and can be scaled up or down according to business requirements and seasonality. CXone delivers extended digital-first reach, hyperpersonalization, true omnichannel with digital-to-voice elevation capabilities, real-time interaction advising agents on critical customer behaviors, expanded self-service capabilities, and a complete suite of workforce engagement applications.
Sherrel Roche, Industry Principal at Frost & Sullivan, noted, “NICE’s successful integration of maturing technologies in AI, analytics, and automation with growing use cases and applications gives the company a significant competitive edge globally.”
The NICE Enlighten AI engine on CXone analyzes and takes the appropriate actions based on customer engagement nuances across different use cases, from conversational self-service CX to behavioral real-time agent coaching. Intelligent workforce engagement management (WEM) applications empower contact center agents by guiding and enabling them to deliver superior CX service. CXone’s guided web and mobile journeys enable smarter self-service CX through hyperpersonalization, accelerating self-service CX and providing proactive contextual guidance. The journeys also provide a bot builder application, allowing clients to build their own bots with simple drag-and-drop options, and the ability to add third-party self-service bots for digital chat and voice through low code/no-code integration.
“NICE successfully differentiates itself in the highly competitive market through its domain expertise, innovative new solutions, targeted product roadmap, comprehensive partner program, and solid sales strategy,” stated Roche. With its strong overall performance, NICE earns Frost & Sullivan’s 2022 Asia-Pacific Technology Innovation Leadership Award in the cloud contact center services industry.
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
About Frost & Sullivan
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Contact:
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About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, [email protected], ET
Investors
Marty Cohen, +1 551 256 5354, [email protected], ET
Omri Arens, +972 3 763 0127, [email protected], CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Rushworth are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the SEC, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
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