NICE announced that its NICE inContact CXone Platform has been pronounced the clear ‘Winner’ in three categories of the 2018 CRM Service Awards by CRM Magazine. The NICE platform took the top spot in each category after receiving the highest scores in the editors’ survey of leading industry analysts and consultants who give their impressions on company direction, customer satisfaction, and overall cost.
Company financial data is also factored into overall scores.
The NICE inContact CXone Platform was selected as the ‘Winner’ and received rave reviews in the following categories:
Contact Center Analytics: NICE inContact CXone Platform took the winning position by notching up high scores for the depth of its functionality, clarity in company direction as well as customer satisfaction. Paul Stockford, President and Chief Analyst at Saddletree Research called NICE “the gold standard in the analytics market segment, where it is almost untouchable” in the winner’s summary.
Workforce Optimization: In this category, the NICE inContact CXone Platform took the top spot by demonstrating comprehensiveness of functionality, company direction and customer satisfaction. In the winner’s review, Sheila McGee-Smith, Founder and President of McGee-Smith Analytics, mentioned “having NICE workforce elements tightly integrated with NICE inContact’s cloud contact center application is what many types of customers are looking for.”, while Dick Bucci, Chief Analyst at Pelorus Associates added that NICE “has a complete product line that is well integrated and stands out for its innovative use of advanced analytics technology.”
Contact Center Infrastructure: The CXone platform’s ability to deliver “a complete solution for omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence, all on an open-cloud foundation” resulted in NICE winning this award” as mentioned in the winner’s review. Paul Stockford, President and Chief Analyst at Saddletree Research also cited “A highly innovative cloud platform, clear market vision, and a demonstrated ability to execute—NICE has it all.”
Miki Migdal, President of the NICE Enterprise Product Group said: “Being selected as the sole 2018 CRM Service Award ‘Winner’ in three categories, the most this year by any company, solidifies our leadership in the customer service domain. We’re also pleased to have analysts highlight some of the characteristics that make our offering outstanding. We believe the wins reflect the innovative capabilities of our NICE inContact CXone Platform and the immense value it delivers to our customers. The cloud, together with analytics and automation, are major areas of innovative focus for NICE as is the delivery of omnichannel solutions, all of which we believe help drive flawless customer experience.”
The 15th annual CRM Service Awards names one winner, denoting the company receiving the highest overall score; four CRM Service Leaders; and a “One to Watch.” Recipients of the CRM Service Leader Awards are determined through an extensive process and proprietary rating formula.