91 Percent of Customers Recommend NICE as a Preferred Vendor

NICE has been named a Customers’ Choice in the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service (CCaaS). It is the only vendor to earn this recognition for the second time. The accolade is based on verified user reviews, reflecting customer satisfaction and product excellence.

According to Gartner, “Vendors placed in the upper-right quadrant of the “Voice of the Customer” quadrants are recognized with the Gartner Peer Insights Customers’ Choice distinction, denoted with a Customers’ Choice badge. The recognized vendors meet or exceed both the market average Overall Experience and the market average User Interest and Adoption.”¹

As of November 2023, NICE achieved an overall rating of 4.6 out of 5 from 87 reviews. Additionally, 91% of customers said they would recommend NICE to others. Gartner awards the Customers’ Choice badge to vendors who exceed market averages for both Overall Experience and User Interest and Adoption.

NICE’s CXone platform received particularly high praise. Customers rated its Product Capabilities 4.8 out of 5, and both Sales and Deployment Experience scored 4.7 out of 5. The platform is designed to simplify customer service through advanced automation and AI.

In the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service, comments from actual NICE customers include:

• “Expert platform allowed us to scale and provide great customer experiences”
• “Best CX product in the market at this moment in time”
• “Cutting edge, adaptive & customer centric!”

Barry Cooper, President, CX Division, NICE, said, “It is our greatest honor to enable our customers to deliver exceptional employee and customer experiences. We innovate at the highest level to bring the latest, cutting-edge CX AI solutions to businesses of all sizes across all industries. We extend the utmost gratitude to our industry-leading customers for this recognition as the only vendor named CCaaS Customers’ Choice on Gartner Peer Insights for 2024.”

¹Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

If you want to find out more, read the full NICE press release

Author: Robyn Coppell