The results are in! And we’re thrilled to announce that NICE has been recognized as a leader in The Forrester Wave™: Contact Center As A Service, Q1 2023 report by Forrester Research. Forrester identifies NICE among the 11 most significant CCaaS platforms.
In the evaluation, NICE received the highest possible scores in two of three categories: Current Offering and Strategy, and tied for the highest score in the Market Presence category. Notably, NICE also received the highest possible scores in four out of seven criteria within the Strategy category, including market approach, performance, product vision, and innovation roadmap.
“With its breadth of functionality, NICE is a strong fit for contact center managers and brands looking to provide positive experiences across the entire customer journey.”
—Forrester Wave™
We believe this recognition from Forrester Research underscores NICE’s commitment to helping organizations enhance customer experience interactions (CXi) and reduce operating costs by modernizing their contact center technology and delivering next-level digital CX in the new era. The report provides valuable insights comparing NICE to other CCaaS vendors in various subcriteria.
According to Forrester, “NICE differentiates by targeting AI across the full customer experience…NICE has a superior vision that extends beyond improving agent efficiency. The company looks to play a role in the entire CX journey. It’s executing on this vision with a strong roadmap that features AI and an accelerating focus on digital interactions.”
Additionally, the Forrester report says, “NICE also differentiates with the breadth of its capabilities. It has a comprehensive solution for whatever WFO or CCaaS system a contact center leader may need.”
“NICE has a superior vision that extends beyond improving agent efficiency. The company looks to play a role in the entire CX journey.”
—Forrester Wave™
At NICE, we view this report as a validation of our position as a market leader and CX powerhouse. To us, this report highlights our ongoing investment in digital and AI innovation and our unwavering commitment to partnering with customers to drive seamless customer experiences beyond the contact center.
Forrester Research emphasizes that CCaaS systems simplify omnichannel communications and provide crucial customer data. By integrating data with workforce optimization (WFO) tools, organizations can enhance agent performance and customer experience (CX). The report emphasizes the importance of using a CCaaS vender, like NICE, who can capture and leverage critical customer information and AI to facilitate highly personalized experiences.
To compete in today’s customer experience economy, organizations must elevate their game. Companies of all sizes choose NICE to power exceptional customer experiences that build loyalty, revenue, and growth.
We are honored to be named a leader in the CCaaS Forrester Wave™ evaluation. Our primary focus is delivering a unified suite on a flexible and powerful open-cloud customer experience platform, aligned with our customer-obsessed business vision, product strategy, and in-market execution.
Download the full report here and read more about why Forrester Research named NICE a leader in CCaaS solutions.
