NICE CXone Named a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service For 7th Consecutive Year
NICE (Nasdaq: NICE) has been named a Leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for the seventh consecutive year, achieving the highest Completeness of Vision. This recognition highlights NICE CXone's strong capabilities in customer service and its ability to support organizations globally. The platform supports over 620,000 agents and showcases NICE's ongoing commitment to digital transformation. Additionally, NICE has also been recognized for its Workforce Engagement Management solutions, reinforcing its leadership in both reports.
- NICE CXone recognized as a Leader in the 2021 Gartner Magic Quadrant for CCaaS for the seventh consecutive year.
- Achieved highest ranking in Completeness of Vision within the Leaders quadrant.
- Supports over 620,000 agents across more than 100 countries, demonstrating extensive global reach.
- NICE's dual recognition in both CCaaS and Workforce Engagement Management reports validates its innovative capabilities.
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NICE (Nasdaq: NICE) today announced that Gartner has recognized NICE CXone as a Leader in the just-released 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. CXone placed the highest overall for its Completeness of Vision in the Leaders quadrant. This is the seventh consecutive year that NICE CXone has been named a Leader in the CCaaS Magic Quadrant and makes NICE the only CX vendor to be named a Leader by Gartner in both the 2021 Magic Quadrant reports for CCaaS and Workforce Engagement Management.
This 2021 Gartner Magic Quadrant for CCaaS evaluates CCaaS providers that can serve customers around the globe. It provides the following quadrant description for Leaders: “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”
NICE CXone takes a holistic approach to improving both agent and customer experiences, providing organizations of all sizes the reliability, flexibility and scalability necessary in today’s increasingly digital landscape with the most comprehensive digital-first omnichannel offering in the CCaaS market. CXone supports more than 620,000 agents in the cloud in more than 100 countries.
“We are pleased to again be recognized as a Leader by Gartner,” said Paul Jarman, NICE CXone CEO. “As a new era of digital customer experiences takes hold, brands are doubling down on digital, and we’re poised to enable enterprises worldwide to provide the ideal standard of customer experience interactions. With the most comprehensive, integrated suite designed for proactive, digitally fluent, AI-powered experiences, we are helping businesses shift to digital and create new opportunities for better relationships with customers. To us, this recognition from Gartner underpins NICE’s commitment to helping organizations digitally transform so they can build new experiences that meet their customers’ demands.”
NICE was recognized as inContact in the very first Gartner Magic Quadrant for CCaaS* report in 2015 as a Leader and has been recognized as a Leader in the Magic Quadrant for CCaaS consecutively since then. The company believes its consistent recognition in this report reinforces its ability to identify market trends early and continually innovate accordingly to deliver the technology solutions organizations need to advance customer success.
Earlier this year, NICE was recognized for the 13th consecutive time by Gartner as a Leader in the 2021 Gartner Magic Quadrant for Workforce Engagement Management, which positioned the company highest on the Completeness of Vision and furthest on the Ability to Execute axes, respectively. NICE is the only vendor to be named a Leader consecutive times by Gartner across both their Magic Quadrant reports for CCaaS and WEM.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021
Gartner, Magic Quadrant for Workforce Engagement Management, Jim Davies, Jim Robinson, Kim Dans, Mark Dauigoy, 26 April 2021.
Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner 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.
*NICE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NICE inContact in the same report over 2017 till 2019. The report name was updated to Magic Quadrant for CCaaS starting 2020.
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 contact center software. 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. 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.
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