NICE recognized in 2022 Gartner® Critical Capabilities for Contact Center as a Service

NICE  announced that NICE has received the highest scores for Digital Customer Service Center, the newest use case included in the 2022 Gartner Critical Capabilities for Contact Center Service research report. Giving this year’s digital addition context, the Gartner report says, “We have also added a digital customer service center use case to address the growing need for managing digital channels as a primary interface.”

Further, NICE was ranked in the top three among all vendors evaluated for all five uses cases presented, including High-Volume Customer Call Center, Customer Engagement Center, Global Contact Center, Agile Contact Center, and the newest, Digital Customer Service Center. “Gartner recommends that users consider the set of critical capabilities as some of the most important criteria for acquisition decisions,” states the report.

We believe NICE’s AI-powered, cloud-native solutions are exceeding the boundaries of the contact center and defining a bold, new industry standard for delivering seamless, digitally fluent customer experience. This recognition in the 2022 Gartner Critical Capabilities for CCaaS report joins NICE’s earlier recognitions this year as the only vendor named a Leader by Gartner in both the 2022 Magic Quadrant™* reports for CCaaS and Robotic Process Automation (RPA), which we feel confirms NICE’s position as a market-driving digital innovator.

“We are excited to score highest in the inaugural Digital Customer Service Center Use Case in the 2022 Gartner Critical Capabilities for CCaaS report,” said Barry Cooper, President, CX Division, NICE. “In our opinion, we continue to lead the way in transforming the traditional notions of what excellent service can be by harnessing the power of data and AI to deliver on the promise of game-changing, real-time customer experience interactions (CXi).”

NICE’s advanced digital portfolio includes the most complete, connected, intelligent, and scalable solutions, including smart self-service, proactive conversational AI, real-time knowledge management, attended automation, and more. We feel the digital-first approach to CX is critical for all brands to compete cost-effectively—meeting consumers wherever they are—on any touchpoint, anytime, anywhere.

*NICE was recognized in the very first Gartner Magic Quadrant for CCaaS* report in 2015 as a Leader and has been recognized as a Leader in the Magic Quadrant for CCaaS consecutively since then. The company believes its consistent recognition in this report reinforces its ability to identify market trends early and continually innovate accordingly to deliver the technology solutions organizations need to advance customer success.

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Gartner Critical Capabilities for Contact Center as a Service, Steve Blood, Pri Rathnayake, Drew Kraus, Pankil Sheth, Jim Davies, Jim Robinson, Kim Dans, Mark Dauigoy, 23 August 2022.

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*NICE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NICE inContact in the same report over 2017 till 2020. The report name was updated to Magic Quadrant for CCaaS starting 2020.

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