NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking

NICE has announced that it has been named the leader in Metrigy’s inaugural Contact Centre-as-a-Service MetriRank 2023 report, out of 11 companies ranked.

In addition to earning the highest possible scores in market share, financial strength, and product mix, NICE received two notably high customer sentiment ratings relative to the other report leaders, for platform reliability and AI capabilities.

The Purpose of the MetriRank Study

The purpose of the MetriRank study is to evaluate leading CCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

Metrigy’s quantitative ratings are based on critical and factual metrics, including market share, common financial ratios, product details, and customer ratings, eliminating analyst bias that may exist in provider rankings.

Metrigy defines CCaaS as customer interaction software delivered as a service over a cloud-based platform; this includes Automatic Call Distributors (ACDs), Interactive Voice Response (IVR), predictive dialer, AI, channel integration, etc.

Metrigy highlighted NICE’s market dominance in the report saying, “Given its commanding market share lead, prowess in product development, and financial strength to get it to the next levels, NICE is well positioned to maintain its No. 1 position in the CCaaS market.”

Systems Recognised

Recognizing CXone, NICE’s award-winning CCaaS platform, the Metrigy report noted NICE’s ability to enable smart self-service through the entire customer journey, while providing an omnichannel experience.

The report also called attention to NICE’s Enlighten AI solution, purpose-built for CX, that underpins the entire CXone platform, with the report noting NICE’s recent portfolio additions of Enlighten Autopilot, providing next-generation self-service; Enlighten Copilot, for live agent guidance; and Enlighten Actions, for optimizing automation.

Given NICE’s leading financial position, it’s in a “unique position among many of its peers, which are not profitable and have negative operating margins. With continued revenue growth, a strong gross margin, and positive operating cash flow, NICE can invest in further product development and/or acquisitions, channel activity, and market expansion better than most of its competition.”

“NICE is the undisputed leader in our inaugural CCaaS MetriRank report, with the largest market share, strong financials, and full marks for product mix.

NICE has a commanding lead on the field, putting it in a good position to continue top performance over the next few years,” said Metrigy Principal Analyst Diane Myers, who led the research team and has conducted market forecasts, market share analysis, and rankings for nearly 30 years.

Barry Cooper, President, CX Division, NICE, said, “We are proud to be recognized as the undisputed leader for CCaaS in Metrigy’s inaugural MetriRank report. It is a clear recognition of NICE’s commitment to helping brands realize the power of AI and cloud technologies to lead in the new generation of customer experience.

We spent the last 6 years building CXone from the ground up using the highest quality cloud technologies, infusing purpose-built AI across the platform, enabling businesses to deliver exceptional CX.

We are eager to continue to cement our status as the market leader in CCaaS and look forward to what’s to come thanks to NICE’s ongoing investment in CX innovation.”

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.

Find out more about NICE