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Gartner names NICE inContact a cloud contact centre Leader

16 Nov 2020

Gartner has positioned NICE inContact as a ‘Leader’ in the 2020 Gartner Magic Quadrant for Contact Centre-as-a-Service (CCaaS). 

The company was positioned the highest overall for its ability to execute.

This Gartner 2020 Magic Quadrant evaluates CCaaS providers that can serve customers around the globe. 

This is the first year the Magic Quadrant has evaluated vendors in one global report, assessing providers based on global execution and vision. 

The Magic Quadrant report explains that “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organisations with local sales and support organisations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”

According to the Gartner report, “CCaaS solutions are largely systems of differentiation ... we know from market surveys that customers can achieve a better customer experience in the digital channel. Organisations that wish to capitalise on this will shift their customer service strategy to focus on providers that offer a digital-first customer service proposition. Emerging providers with a digital first proposition offer an alternative approach to upgrading from legacy customer-premises equipment.”

The report notes that “2020 has been a catalytic year for cloud services, with the COVID-19 pandemic triggering organizations to rethink their customer service strategies – initially to incorporate remote working, and subsequently digital agility and cost optimisation initiatives. Most CCaaS providers have experienced strong demand for their services through 2020, as organisations uncover inherent inflexibility in premises-based contact centre platforms or, simply, they have been unable to cope with sudden increases in contact volumes. Through the pandemic, CCaaS providers have demonstrated their agility and flexibility to rapidly deliver new services such that we expect CCaaS will dominate contact centre decision making from this year forward.

“By 2024, CCaaS solutions that include functionality from all four pillars of customer service technology will represent 70 per cent of all new CCaaS deployments, up from 20 per cent in 2019.”

NICE inContact serves companies of all sizes with its cloud customer experience platform, CXone, unifying customer analytics, omnichannel routing, workforce engagement management, and automation & artificial intelligence. 

CXone supports more than 500,000 agents in the cloud in more than 100 countries.

“To us, this recognition from Gartner is a tremendous accomplishment, and it reinforces that NICE inContact is committed to the four pillars of great customer service, leading the market with innovative solutions to help organisations around the world, both large and small, modernise and remain agile to keep pace with customers’ growing demands in today’s digital world,” said NICE inContact CEOn Paul Jarman.

“The digital age has transformed the way customers interact with brands, leading to CCaaS solutions growing increasingly popular globally. We have proven success with customers across a broad range of company sizes and verticals around the globe because we not only have a vision for continued innovation but most importantly because we have a demonstrated track record of executing to deliver the capabilities, reliability, scale and services businesses need to achieve their goals.”

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