NICE Named a CCaaS Leader In Frost & Sullivan Report

NICE has been named as a leader in growth performance and commitment to innovation in Frost & Sullivan’s Asia Pacific Cloud Contact Centre Report for 2023.

In a field of more than 50 global industry participants, Frost & Sullivan independently plotted the top 17 companies in this Frost Radar analysis.

NICE was recognized for longevity of offering, consistent and increasing growth, strong go-to-market strategies, and significant investment in key trend areas, such as incorporating AI across its platforms.

NICE embeds advanced AI into its CXone platform and is building agility through agent empowerment, digital engagement, real-time interaction management, and self-service.

NICE has made significant advancements in AI, harnessing it to understand customer data and build orchestrated customer journey experiences.

Its ongoing commitment to AI innovation and process automation drives NICE to regularly enhance its offerings, delivering differentiated customer experience that extends well beyond the contact centre.

“NICE has become a formidable industry player with one of the broadest portfolios, powered by its strength in WFO, acquisition of key contact centre companies, and investment in AI technologies,” said Sherrel Sonia Roche, Industry Principal, ICT Research, Frost & Sullivan.

“The company was an early adopter of AI technologies and has continued to infuse these capabilities across its portfolio. The company designed a forward-looking technology strategy exhibited through its initiatives in AI, WFO, integration tools, and a digital-first approach.”

APAC is a key component of NICE’s global expansion strategy. NICE CXone’s cloud contact centre platform experienced growth in Australia, New Zealand, UAE, Singapore, and India driven by rising demand for AI technology, WFO, digital channel and self-service capabilities, and pent-up demand from the local government, utilities, and education verticals.

Darren Rushworth, President, NICE International, said, “Innovation is central to everything NICE pursues. We are honored by Frost & Sullivan’s recognition of this deeply engrained commitment. NICE continues to advance its AI position, using our purpose-built AI engine, Enlighten, to power next-level customer experience across the globe.”

This blog post has been re-published by kind permission of NICE – View the Original Article

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About NICE

NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

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