NICE Named Undisputed Leader for Second Consecutive Year in Metrigy’s 2024 CCaaS Provider Ranking
05 Setembro 2024 - 9:00AM
Business Wire
NICE earned the highest possible scores in
market share, financial strength, product mix, and customer
business success
NICE (Nasdaq: NICE) today announced that it has
been named the undisputed leader in Metrigy’s CCaaS MetriRank 2024
report, out of the top 10 vendors ranked. NICE was also named the
top leader last year in Metrigy’s inaugural CCaaS MetriRank 2023
report. In addition to earning the highest possible scores in
market share, financial strength, and product mix, NICE received
the highest possible score for customer business success including
the highest scores for first contact resolution, at 65.6%, and the
lowest agent attrition rate. Across the eight customer sentiment
categories, NICE received two notably higher ratings relative to
the other report leaders, for AI capabilities and value of the
service.
Read the full report here.
Metrigy stated in the report, “CCaaS is the fastest-growing
contact center platform option, delivering cost-effective services
with sophisticated product features for small, midsize, and large
companies. Businesses of all sizes are evaluating a migration to
more flexible, feature-rich, and cost-effective solutions. Although
contact center managers seek modern solutions, they also need
highly reliable and secure services, which are ultimately reflected
in customer satisfaction.”
NICE’s CXone Mpower is the ultimate CX-aware AI solution
bringing together NICE’s award-winning CXone platform with the full
Enlighten suite. Metrigy stated, “Mpower is positioned for those
companies undergoing a complete CX transformation or looking to
increase automation and digital engagement capabilities.” Metrigy
also highlighted NICE’s strong financial position among the vendors
evaluated stating, “This financial strength places NICE in a unique
position among many of its peers, which either are not profitable,
or are teetering on the edge of profit and loss with negative
operating margins.”
"Given its commanding market share lead, prowess in product
development, and financial strength to get it to the next levels,
NICE is positioned to maintain its No. 1 position in the CCaaS
market," said Metrigy Principal Analyst Diane Myers.
Barry Cooper, President, CX Division, NICE, said, "NICE’s
positioning as the undisputed CCaaS market leader for the second
consecutive year is a testament to the power of CXone and
Enlighten. Together, CXone’s interaction centric platform combined
with Enlighten’s native purpose-built AI capabilities are driving
businesses of all sizes to deliver exceptional employee and
customer experience in the AI era."
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions;
competition; successful execution of the Company’s growth strategy;
success and growth of the Company’s cloud Software-as-a-Service
business; changes in technology and market requirements; decline in
demand for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
in making additional acquisitions or difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; the
Company’s dependency on third-party cloud computing platform
providers, hosting facilities and service partners; cyber security
attacks or other security breaches against the Company; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; the effect of
newly enacted or modified laws, regulation or standards on the
Company and our products and various other factors and
uncertainties discussed in our filings with the U.S. Securities and
Exchange Commission (the “SEC”). For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the SEC,
including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20240905232629/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com , ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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