NICE inContact announced that CXone cloud customer experience platform received the highest average product satisfaction rating from its customers, according to a new report by contact center and back-office research and consulting firm DMG Consulting LLC.
DMG Consulting’s 2017-2018 Cloud-Based Contact Center Infrastructure Market Report presented product satisfaction ratings, broken down into several categories, as collected from cloud contact center users. NICE inContact CXone received the highest marks in 16 of 19 individual categories, including a perfect score in 14. Among the top-ranked aspects of CXone were its multi-skill routing and queueing features, ease of configuration/use/maintenance, supervisor interface and user experience, IVR features and functionality, blended (inbound/outbound) capabilities, and recording features, as well as real-time, historical and ad-hoc reporting, platform reliability and system scalability categories. As a result, NICE inContact had the highest average product satisfaction rating of all companies represented in the DMG report.
“As of the end of 2016, DMG estimates that the revenue size of the cloud-based contact center infrastructure market (excluding carrier revenue) was at least $2.8 billion. [As this] figure represents only 11.4% of contact center seats, the revenue potential for the cloud-based contact center infrastructure market is in the tens of billions,” according to the Cloud-Based Contact Center Infrastructure Report. “Selecting the right vendor partner when buying a cloud-based contact center infrastructure solution is critical for the success of the initiative because vendors will ultimately be running a vital part of the infrastructure and operations, and the client organization will need to work closely with this vendor to achieve mutual success,” said Donna Fluss, President of DMG Consulting.”
NICE inContact CXone is the first and only platform that combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all built on an Open Cloud Foundation. The latest release of CXone improves customer experience with comprehensive omnichannel journey management for all voice and digital channels and improved routing accuracy for digital channels through analytics-based routing.
Paul Jarman, CEO of NICE inContact:
“NICE is the recognized worldwide leader in contact-center-as-a-service technology, with the most cloud native revenue and deployments. CXone is designed to meet the needs of organizations of all sizes empowering agents to positively and productively interact with customers in any channel. As evident from the customer product satisfaction results in the 2017-2018 DMG Consulting report, we continue to ensure our customers get the best cloud contact center solution and receive the best support and service, as we build together the experience center of tomorrow.”
NICE inContact CXone is the only customer experience platform to deliver a complete omnichannel analytics product addressing all customer interactions, including voice and digital channels. Customers can now analyze the full spectrum of their customers’ omnichannel experiences in order to pinpoint positive and negative customer interactions, understand associated drivers, and take informed, immediate action to improve customer satisfaction.
To enable customer IT teams and ISV partners to tap into the power and extensibility of the CXone platform, DEVone developer program offers broad tools and resources that enables them to easily create new applications, integrations, and customizations for CXone. CXexchange offers a centralized, state of the art marketplace for ISV partners to market and sell their applications and integrations built for CXone. NICE inContact users can visit CXexchange to compare solutions from over 65 providers, view product demos, and choose the right technology to extend and enrich their CXone platform.