Need to be aligned with a market leader

There are many vendors for contact centers to choose from, and there is no shortage of great technology to deploy. That said, many businesses remain tied to legacy contact center systems that are too entrenched to uproot, but are increasingly aware they have serious limitations for today’s needs. With CX now becoming strategic for the C-suite, contact centers have greater urgency to address this shortfall, and as a result, we have a proliferation of CCaaS offerings.

While it’s always better to have healthy competition, many CCaaS players only address the low hanging fruit to help alleviate the short-term pressures faced by contact center leaders. We’ve seen this movie before with UCaaS, where the ever-expanding range of offerings has created a commodified, price-driven market. In time, this will likely happen for CCaaS, and it’s already becoming difficult for contact center vendors to differentiate.

CXi is one way for NiCE to avoid that trap, especially as the market becomes even more crowded. Aside from the well-established contact center vendors, all the UCaaS players now have some form of a CCaaS offering—not just because the UC market is saturated, but also because CCaaS is a better long-term growth opportunity.

Going with a market leader helps mitigate the risk of adopting new technology, especially when things are changing so quickly. Price-driven buyers tend to go with market followers, but that’s not the customer NiCE is going for. It’s still early days for both cloud and AI, and for buyers who want to quickly closer their technology gap—and stay ahead of the curve – they need to be more strategic.

This is where the better strategy is to go with a leader rather than a follower. A leader knows what the market wants, and in today’s digital world, NiCE’s focus is on easy, quick experiences that just flow. That’s the vision behind CXi, and the messaging behind their branding; and it’s not just for what happens within the contact center, but externally for the customer as well. When all of that happens, everyone smiles—customers, agents, supervisors, and even executives. Message delivered, and vision realized.