NICE inContact has announced that Gartner has recognised the company as a leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. The company was positioned the highest overall for its ability to execute.

The report 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.

A Gartner “Leader” ranking does not necessarily mean the vendor is the best available and, as always, the analysts recommend business investigate which offering is best for them, including niche players.

Gartner described leaders 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. They 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, according to Gartner, including integrations with partners through established marketplaces.

NICE inContact serves companies of all sizes with its cloud customer experience platform, CXone, fueling exceptional experiences for both customers and agents by 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.

“CCaaS solutions are largely systems of differentiation,” the report said.

“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.”

According to Gartner 2020 has been a catalytic year for cloud services, with the COVID-19 pandemic triggering organizations to rethink their customer service strategies, first to incorporate remote working, and then digital agility and cost optimisation initiatives.

Most CCaaS providers have experienced strong demand for their services through 2020, the report said, as organisations uncovered inherent inflexibility in premises-based contact centre platforms or 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.”

The report also said that CCaaS solutions that include functionality from the four pillars of customer service technology will represent 70 per cent of all new CCaaS deployments by 2024, up from 20 per cent in 2019.”

Paul Jarman, NICE inContact CEO said, “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.”

In 2020, managing a remote workforce became imperative for preserving customer relationships with continuous service. CXone provides remote workforce agility with an advanced workforce engagement suite as part of the unified, cloud native CXone platform, enabling contact centres to avoid disruptions and to continuously manage productivity and agent performance in any location.

Companies that want to provide extraordinary customer experiences and continuously innovate based on customer insights can also benefit from the advanced analytics in CXone with the tools to understand topics and trends and to drive measurable improvements across the omnichannel experience that their customers receive.

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