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NICE's CXone Receives Top Scores in DMG Cloud Contact Center Report
Last month, market research company DMG Consulting LLC released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. The report takes an in-depth look at the competitive landscape and the business, market and technology trends that are taking place in the cloud-based contact center marketplace. Some of the changes are dramatic: many were brought on or accelerated by the global COVID-19 pandemic. The report offers strategic and tactical recommendations to thrive in a post-pandemic world, and outlines which companies are helping their customers to navigate these changes.
One of these leader companies is NICE, whose CXone received perfect 5.0 scores in 15 customer satisfaction categories across in the report. The customer experience platform CXone is an artificial intelligence (AI)-powered self-service and agent-assisted CX software for the contact center. It allows users to digitally transform with the cloud and leverage technological advances like AI-powered chatbots and agent next-best-actions, improving the way customers engage with companies by providing anytime, anywhere and anyplace conveniences.
The categories in which NICE CXone received top scores are product, system upgrades, innovation, vendor communication, product pricing, omnichannel inbound (voice and digital routing, queuing and handling), omnichannel outbound and campaign management, IVR/IVA self-service, supervisor interface, remote/work-at-home agent and supervisor capabilities, system administration/provisioning and license management, system scalability, business continuity/disaster recovery, ease of integration with third-party applications and surveying/voice of the customer capabilities.
"We believe being named a leader across key areas of customer satisfaction is no accident," said Paul Jarman, NICE CXone CEO, in a statement. "It’s a direct result of our commitment to collaborating with our customers across their digital transformation journeys and consistently offering innovative technology that drives exceptional experiences for customers and employees. We thank our customers for their continued support and for demonstrating our dedication in this report."
Edited by Luke Bellos