Overview
The ISG Buyers Guide™ for Contact Center evaluates 27 software providers offering products that support interaction management, workforce engagement, self-service and customer journey orchestration. NiCE earned an Exemplary rating and the report's highest overall grade (B++).
Product Category
Contact Centers: ISG Research defines contact center systems as the technologies responsible for routing customer interactions to an automated system or live representative and ensuring those interactions reach an appropriate resolution. The foundational technology for voice routing is the automated call distributor, software that connects to telephony infrastructure and intelligently directs interactions to the appropriate representative. Core contact center technology also includes a broad suite of workforce engagement applications that support scheduling, interaction forecasting and performance measurement for individuals and teams.
Award Description
ISG Research classifies software providers into one of four ratings based on their weighted performance in Product Experience (80%), and Customer Experience (20%).