NICE Named the Technology Leader in 2022 SPARK MatrixTM for Contact Center as a Service (CCaaS) Report for Second Consecutive Year

NICE CXone is once again positioned highest for Customer Impact for Technology Excellence in Quadrant Knowledge Solutions’ independent assessment of CCaaS solutions

NICE announced that it has been recognized as the Technology Leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix for Contact Center as a Service (CCaaS) for the second consecutive year. Providing key market insights, major trends, and independent competitive evaluation, the annual CCaaS industry analysis ranks 23 leading vendors based on Customer Impact and Technology Excellence criteria. This year, the report highlighted the NICE’s strength of CXone’s digital-first capabilities that optimize every brand interaction to drive better business outcomes.

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“NICE CXone contact center solution offers a holistic approach to improve both agent and customer experiences and helps organizations of all sizes to remain agile and resilient in today’s increasingly digital landscape.”

Citing CXone’s comprehensive capabilities, such as customer analytics, omnichannel routing, workforce engagement, an open cloud foundation, AI and automation, and others, the report noted that “NICE CXone contact center solution offers a holistic approach to improve both agent and customer experiences and helps organizations of all sizes to remain agile and resilient in today’s increasingly digital landscape.”

Specifically, the report calls out CXone Fast Start, formerly CXone@home, as a key differentiator that “supports organizations that are still using on-premises infrastructure in the transition of their workforce to work-from-home.” Quadrant Knowledge Solutions analysts go on to praise this solution that “provides enhanced remote workforce agility and agent engagement features through a business intelligence mode.”

“NICE is honored to be named the Technology Leader in the 2022 Spark Matrix for CCaaS and recognized for transforming customer experience with our revolutionary digital-first CXi approach that increases customer loyalty and maximizes client revenue,” said Barry Cooper, President, CX Division, NICE. “Driven by our robust AI engine, Enlighten, CXone helps enterprises across verticals systematically operationalize data insights in real time to optimize every brand interaction—anytime, anywhere, on any touchpoint.”

NICE’s top position in the 2022 SPARK Matrix for CCaaS report further reinforces CXone’s proven industry leadership—along with other major go-to CCaaS industry analyst assessments, such as Gartner, Omdia Decision Matrix, and Forrester, that help provide the preferred roadmap for selecting the highest performing, most innovative CX solutions.

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