Overview
NiCE earned Metrigy’s 2026 MetriStar Top Provider Award for Contact Center-as-a-Service (CCaaS) Platforms. The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Companies use NiCE’s CCaaS platform, NiCE CXone, to manage all voice and digital customer interactions through a single, AI-powered cloud system.
Product Category
Contact Center-as-a-Service Platforms: CCaaS platforms, together with on-premises contact center platforms, are the communications core of customer engagement. At minimum, they provide automated call distribution (ACD) to route incoming voice calls to appropriate agents. They often include interactive voice response, as well. Providers offer artificial intelligence (AI)-based apps, such as agent assist, AI agents, and transcription, as well as workforce engagement management, analytics, and self-service. The cloud-based platforms can interact with customers over multiple, integrated channels. The emerging technologies may be the vendor’s own or that of an integrated technology partner.
Award Description
MetriStar recognitions are as follows:
- MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and that received at- or above-average customer sentiment ratings
- Top Business Success – Highlights providers whose customers realized the most substantial business success metric improvements
- Top Customer Sentiment – Highlights providers whose customer sentiment scores are at or above average
