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NICE Named a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service For 10th Consecutive Year

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NICE (Nasdaq: NICE) has been recognized as a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report for the tenth consecutive year. The company achieved the furthest position for Completeness of Vision in the Leaders Quadrant with its CXone platform. The Gartner report emphasizes that CCaaS technology is important for orchestrating both self- and assisted-service customer engagement, highlighting the importance of premium customer experiences through enhanced employee experiences.

NICE (Nasdaq: NICE) è stata riconosciuta come Leader nel rapporto 2024 Gartner Magic Quadrant per Contact Center as a Service (CCaaS) per il decimo anno consecutivo. L'azienda ha raggiunto la posizione più avanzata per la Completezza della Visione nel Quadrante Leader con la sua piattaforma CXone. Il rapporto di Gartner sottolinea che la tecnologia CCaaS è fondamentale per orchestrare l'engagement dei clienti, sia attraverso il self-service che l'assistenza, evidenziando l'importanza di esperienze clienti premium attraverso esperienze migliorate per i dipendenti.

NICE (Nasdaq: NICE) ha sido reconocida como Líder en el informe 2024 Gartner Magic Quadrant para Contact Center as a Service (CCaaS) por décimo año consecutivo. La compañía logró la posición más avanzada en Completeness of Vision en el cuadrante de Líderes con su plataforma CXone. El informe de Gartner enfatiza que la tecnología CCaaS es importante para orquestar el compromiso del cliente tanto en el autoservicio como en el servicio asistido, destacando la importancia de las experiencias premium para los clientes a través de experiencias mejoradas para los empleados.

NICE (Nasdaq: NICE)는 2024 가트너 매직 쿼드런트에서 리더로 인정받았으며, 이는 10년 연속입니다. 이 회사는 CXone 플랫폼으로 리더스 쿼드런트에서 비전 완전성 측면에서 가장 멀리 나아간 위치를 차지했습니다. 가트너 보고서는 CCaaS 기술이 자가 및 지원 서비스 고객 참여를 조직하는 데 중요하다고 강조하며, 향상된 직원 경험을 통해 프리미엄 고객 경험의 중요성을 강조합니다.

NICE (Nasdaq: NICE) a été reconnue comme un Leader dans le rapport 2024 Gartner Magic Quadrant pour Contact Center as a Service (CCaaS) pour la dixième année consécutive. L'entreprise a atteint la position la plus avancée en matière de Complétude de la Vision dans le quadrant des Leaders avec sa plateforme CXone. Le rapport de Gartner souligne que la technologie CCaaS est importante pour orchestrer l'engagement des clients tant en auto-assistance qu'en assistance, mettant en avant l'importance des expériences client de premier choix grâce à des expériences améliorées pour les employés.

NICE (Nasdaq: NICE) wurde im Bericht 2024 Gartner Magic Quadrant für Contact Center as a Service (CCaaS) zum Leader ernannt, und das zum zehnten Mal in Folge. Das Unternehmen erreichte die größte Position für die Vollständigkeit der Vision im Leader-Quadranten mit seiner CXone-Plattform. Der Gartner-Bericht betont, dass CCaaS-Technologie wichtig ist, um sowohl Self-Service- als auch unterstützten Kundenengagement zu orchestrieren, und hebt die Bedeutung von hochwertigen Kundenerlebnissen durch verbesserte Mitarbeitenden-Erfahrungen hervor.

Positive
  • Maintained Leadership position in Gartner Magic Quadrant for 10 consecutive years
  • Achieved highest position for Completeness of Vision in Leaders Quadrant
  • Strong market positioning in CCaaS technology
Negative
  • None.

Insights

NICE's recognition as a Leader in Gartner's Magic Quadrant for CCaaS for the tenth consecutive year, while notable, has minimal direct impact on stock valuation or financial performance. While the positioning reflects strong market presence and technological capabilities, particularly in AI-driven customer service automation, such analyst recognitions typically don't translate to immediate business growth or revenue impact.

The placement furthest in Completeness of Vision suggests strong product strategy and market understanding, which could provide competitive advantages in enterprise sales cycles. However, without specific metrics on market share gains, revenue growth, or customer acquisition rates tied to these capabilities, the immediate financial impact remains

NICE positioned furthest for Completeness of Vision for its CXone platform

HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) today announced that Gartner has recognized NICE as a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. NICE placed the furthest overall for its Completeness of Vision in the Leaders Quadrant. This marks the tenth consecutive year that NICE has been named a Leader in the CCaaS Magic Quadrant.

For a complimentary copy of the report, click here.

This 2024 Gartner Magic Quadrant for CCaaS states, “CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.”

"We believe being named a Leader in the Gartner Magic Quadrant for the tenth consecutive year underscores NICE’s commanding role in shaping the future of customer service with its leading CX AI and through full automation. The mandate from C-suite leaders is clear: they want to fully automate customer service, and they are looking for a partner with proven AI at scale to take them there. We believe NICE is leading this revolution, turning that vision into a reality and transforming customer service to provide the smart, seamless and automated experiences organizations are looking for,” said Barry Cooper, President, CX Division, NICE.

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are 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.

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 self-service and agent-assisted CX software for the contact center – and beyond. 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. Cooper, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; 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.

Corporate Media Contact

Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Omri Arens, +972 3 763 0127, ir@nice.com, CET

Source: NICE

FAQ

What recognition did NICE (NICE) receive in the 2024 Gartner Magic Quadrant?

NICE was named a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), positioning furthest for Completeness of Vision in the Leaders Quadrant.

How many consecutive years has NICE (NICE) been a Leader in Gartner's CCaaS Magic Quadrant?

NICE has been named a Leader in the CCaaS Magic Quadrant for ten consecutive years.

What is NICE's (NICE) main platform for Contact Center as a Service?

NICE's main platform for Contact Center as a Service is CXone.

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