Independent research firm names NICE inContact CXone a leader in cloud contact centre evaluation

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CXone ranks top in both current offering and strategy, earns highest possible scores in 29 of the 33 criteria

NICE inContact, a NICE business (Nasdaq: NICE), has announced that NICE inContact CXone, has been recognised as a leader for cloud contact centres by Forrester Research.

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact centre platforms in the market, with CXone receiving the highest possible score in the market presence category and securing top ranking in the current offering and strategy categories. NICE inContact CXone earned the highest possible scores in 29 of the 33 criteria used by Forrester to evaluate 10 of the most significant cloud contact centre vendors.

Forrester Wave author Art Schoeller, vice president and principal analyst, noted the following in the report: “As on-premises contact centre (CC) software becomes outdated and less effective, integrated CCaaS suites improve omnichannel and workforce optimisation (WFO) — as well as enable a broader range of AI applications.”

For companies seeking a cloud contact centre provider, Forrester’s independent research provides in-depth analysis and insights to aid in the decision-making process. According to the Forrester Research report: “NICE inContact lights it up with best-in-class WFO, a broad channel mix, and scale.” The report continues: “Shortlist NICE inContact when seeking innovative customer experiences across a wide set of channels with strong agent management capabilities.”

In addition to receiving the highest possible score in the market presence category and being top-ranked in the current offering and strategy categories, CXone was also among the highest scores in six of seven evaluated criteria within the strategy category, including product vision, execution road map, customer success, and partner ecosystem.

Schoeller wrote, “Today’s vibrant contact centre market is defined by a shift to multitenancy, integrated suites that overlay customer interaction management, self-service, embedded AI, and enhanced workforce optimisation. These elements have come together to lay the groundwork for change and differentiation in the CCaaS market.”

CXone received top scores in current offering, including routing algorithms, quality monitoring, contextual data management, and text and speech analytics.

CXone was also among the highest scores in 17 of 24 evaluated criteria in current offering, including:

  • high reliability
  • number of customer service agents (users)
  • user experience strategy and design
  • analysis tools
  • omnichannel agent desktop
  • breadth of customer relationship management (CRM) integration
  • capabilities
  • workforce management
  • support for agent-assisted touchpoints
  • support for self-service capabilities.

“Our position as a leader in this evaluation is no accident,” said Paul Jarman, NICE inContact CEO. “We believe it’s the result of our pioneering efforts in innovation and our unwavering commitment to partner with our customers to help them build customer relationships that last. This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.”

To read the full Forrester report click here.

-ENDS-

About NICE inContact
NICE inContact works with organisations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Engagement, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global experience can help you transform every experience and customer relationship for lasting results. NICE inContact is recognised as a market leader by the leading industry analyst firms. www.niceincontact.com

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. 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 Paul Jarman, 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, including as a result of the COVID-19 pandemic; 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 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; 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.

CXone integrates with Microsoft Teams and Microsoft Dynamics 365 to increase efficiency and personalisation

NICE inContact, a NICE business (Nasdaq: NICE), has announced that companies can now integrate Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone. Together, CXone and Microsoft Teams let contact centre agents smoothly collaborate with other experts for quicker case resolution. The integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app’s consolidated agent desktop that boosts productivity and empowers personalised experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike. 

Paul Jarman, NICE inContact CEO, said, “Today’s customers expect nothing less than experiences that are both fast and personalised to their particular needs. This requires that agents have collaboration tools and direct access to customer context so that they can quickly address customer needs. We are excited to be part of the Microsoft Teams Connected Contact Center certification program, which provides access to valuable resources from Microsoft. This integration enables NICE inContact to provide powerful customer experiences, powered by a collaborative and intelligent 360-degree view of the customer, with every interaction.” 

CXone and Microsoft Teams enable easier, faster collaboration for contact centres 

Contact centres can now combine Teams and CXone to simplify collaboration between agents and subject-matter experts across the organisation to resolve customer issues, improve response time and operational efficiency. Teams is a unified communication and collaboration platform that is transforming the way millions of people work every day, including those in contact centres. 

New CXone voice connectivity for Teams provides a dedicated connection to its high-quality, global voice service. Agents can use Teams as a softphone when they interact with customers. Managers will have access to the full range of CXone real-time and historical reporting so that they can monitor key performance indicators (KPIs) and make more informed, data-driven decisions. 

CXone integration with Dynamics 365 Customer Service boosts agent productivity, reduces effort and increases personalisation 

The CXone Agent for Microsoft Dynamics Customer Service integrates voice connectivity to complement the existing set of supported digital messaging channels found in Customer Service. With a consolidated agent desktop that provides quick and easy access to the tools and information they need, agents can engage more customers in less time while providing a consistently personalised experience. With skills-based routing available today in Customer Service, organisations can use their customer data stored in Dynamics 365 to identify and connect customers to the best-fit agent, improving first call resolution, average handle time, and customer and agent satisfaction. 

Dynamics 365 is an industry-leading customer relationship management (CRM) solution that provides salespeople, agents, and supervisors with effective tools for managing data, and updating records and status both online and offline. CXone Agent for Customer Service is available on Microsoft AppSource, deploys in minutes and scales easily as business needs evolve. 

NICE inContact empowers organisations to maximise the value of their collaboration and customer relationship management (CRM) solutions with the seamless integrations of its market-leading contact centre functionality and expertise. 

About NICE inContact CXone 

NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies customer analytics, omnichannel routing, workforce optimisation, and automation & artificial intelligence, providing a seamless customer and agent experience, as part of one enterprise-grade, cloud native platform. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability (guaranteed 99.99 per cent uptime), and carrier-grade connectivity (guaranteed voice quality). 

About NICE inContact 

NICE inContact works with organisations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class customer analytics, omnichannel routing, workforce optimisation, automation and artificial intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive partner ecosystem, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results. NICE inContact is recognised as a market leader by the leading industry analyst firms. www.niceincontact.com 

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. 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. Jarman 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, including as a result of the COVID-19 pandemic; 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 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; he 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. 

NICE releases integration of NICE Trading Recording and Microsoft Teams to drive digital transformation for financial services organisations

FSOs can now benefit from unified communications while ensuring compliance with global regulations, even for remote workforces 

NICE (NASDAQ: NICE), a leading provider of financial communication compliance solutions, has announced the release of the integration of the NICE Trading Recording System (NTR) and the Microsoft Teams unified communications platform. NICE also announced that it is working with Microsoft to certify NTR under Microsoft’s new Certified for Microsoft Teams certification program for compliance recording solutions. Financial services organisations (FSOs) around the world can now benefit from increased productivity and streamlined communications while also ensuring compliance with key regulations, including MiFID II, MAR, FX Code of Conduct, Dodd-Frank and Regulation Best Interest, even with employees working remotely. 

Chris Wooten, executive vice president, NICE, said, “Our certified solution with Microsoft Teams, even those covered by the most stringent regulations, helps to speed up their technology adoption of unified communications and digital transformation. Moreover, FSOs are innovatively equipped to fulfill their regulatory obligations even with distributed work-at-home employees around the globe.” 

Mike Ammerlaandirector of Office 365 ecosystem marketing at Microsoft Corp. said, “Microsoft Teams empowers financial services firms and accelerates digital transformation through every business-critical area of the enterprise that benefits from streamlined collaboration and meeting experiences. With the integration between NICE and Teams, FSOs can extend the benefits of our innovative Microsoft Teams platform to regulated employees with complete confidence they can continuously meet their regulatory obligations around recordkeeping and retention.” 

Benefits of the NICE Trading Recording – Teams approach 

As a unified communication and collaboration platform that enables chat, online meetings, calling, file sharing and provides other tools and applications, Teams powers a new world of productivity for front, mid and back-office employees across the financial services spectrum. But as FSOs roll out Teams, they must pay special attention to recording, archiving and retaining all modalities of regulated employee communications. Through its certified integration with Teams, NTR will address these requirements and more. 

  • All-in-one compliance recording solution: Already adopted by most of the world’s leading banks and investment firms, NTR enables unified capture of a variety of communication modalities in a single platform. This includes all modalities of Teams’ unified communications (voice, screen sharing, video, chat) and other communication systems (turrets, mobile phones, PBX desk phones, etc.). FSOs can now confidently add Microsoft Teams recording into their existing NTR infrastructure and easily adhere to regulatory requirements. At the same time, it supports remote employees, allows for a seamless user experience, lowers TCO, improves economies of scale and significantly streamlines administration and the compliance work process. 
  • Complete compliance assurance: As an added benefit, NTR’s NICE COMPASS application helps FSOs streamline mandated compliance assurance processes through automated provisioning, system health checks, bulk call extraction, transcription, compliance assurance reporting and monitoring dashboards, real-time recording reconciliation and daily recording checks. 
  • Automated trade reconstruction: Rapid trade reconstruction is mandated by a host of regulations. In some cases, firms must adhere to a demanding 72-hour turnaround time to respond to regulators. NTR is the communication capture backbone behind NICE’s automated trade reconstruction which uses AI and advanced analytics to help FSOs reconstruct trade conversations and complete investigations in a fraction of the time. 

Visit us on the web to learn more: 

  • For further information on the NICE Trading Recording System, please click here. 
  • For further information on the NICE NTR and Microsoft Teams certified solution, please click here. 

About NICE ​ 

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. 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. Wooten, 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, may, will, intend, project, 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 the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; 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 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; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. 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 Securities and Exchange Commission, 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. 

Consumer sentiment strongly supports Voice Biometrics for APAC contact centres

AustraliaNICE announced the results of its Asia Pacific Voice Biometrics Consumer Survey. The survey revealed that consumers are overwhelmingly in favour of companies using voice recognition to authenticate their identity when interacting with a contact centre. This saves times for both customers and contact centre agents and eliminates frustration caused by forgotten passwords or wrong answers to traditional security questions.

NICE’s survey of 900 consumers in Australia, Hong Kong, India, Indonesia, Philippines and Singapore discovered the following:

  • 46 percent of respondents rated their current experience of authenticating themselves when engaging with a contact centre as somewhere between neutral and terrible. Just nine per cent said it was ‘great.’
  • 55 percent of people said having to answer security questions (which are usually personal) to a stranger via telephone when they’re in a public place is their biggest frustration when trying to authenticate themselves.
  • Consumer readiness to accept voice biometrics for contact centre authentication is high: 88 percent were open to voice biometrics. Of the people who had never heard of voice biometrics, 81 per cent were open to it once they understood what voice biometrics means.

Raghav Sahgal, president of NICE APAC, said:

“Once the respondents learned about the benefits of biometrics, their likelihood of performing transactions via the contact centre increased by 1.5 times. This demonstrates high levels of readiness and a huge revenue opportunity for businesses that can incorporate voice biometrics into their authentication processes.

“Voice biometrics lets enterprises interact with their customers in a friendly and personalised manner by authenticating the customer on the background of a natural conversation, allowing service agents to immediately start helping the customer. This greatly improves customer satisfaction and reduces fraud. Organisations that implement voice biometrics technology can dramatically improve customer service and reduce handle times, leading to increased sales and customer loyalty.”

For the full results download the survey here.

To learn more about NICE’s real-time voice authentication solution click here.

About NICE
NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.