Atos SE (CAC40) and NICE inContact, a NICE (Nasdaq: NICE) business, today announced a partnership in which Atos, a global leader in digital transformation with over 110,000 employees in 73 countries, will make NICE inContact CXone a preferred solution for Contact Center as a Service and bring CXone to the company’s installed base of hundreds of thousands of contact center agents across the globe as well as new customers.
CXone will be integrated with Circuit and sold by Atos under the name Cloud Contact Center – powered by CXone, to deliver one unified, digital-first omnichannel cloud customer experience platform, and complements the OpenScape Contact Center solution which Atos will continue to offer for on-premise and hosted requirements.
“Contact center organizations of all sizes around the world are moving to the cloud to power immersive and engaging customer experiences that drive down costs while building loyalty, advocacy and wallet share,” said Paul Jarman, NICE inContact CEO. “Our partnership with Atos demonstrates NICE inContact’s accelerated international expansion. We’re delighted to work together to bring the benefits of the cloud to thousands of agents and customers.”
Commenting on the partnership, Simon Skellon, Chief Sales Officer for Atos’ UCC division endorsed this view, “For many customers, the move to cloud is a central element of their digital transformation strategy and by offering them NICE inContact’s world-class cloud platform underpinned by Atos’ proven leadership in Workplace Services, they have the perfect opportunity to migrate to a true digital-first omnichannel customer experience – whether served directly by Atos, or via a member of our extensive partner community.”
The NICE inContact and Atos partnership affords Atos a market leading contact center as a service (CCaaS) position with CXone. NICE inContact was named for the fourth consecutive year a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report. In The Forrester Wave™: Cloud Contact Centers, Q3 2018, NICE inContact CXone was named a Leader, positioning CXone among the most significant cloud contact center solutions in the market. NICE inContact continues to invest in innovation to help customers deliver exceptional customer experiences. With over 1,600 R&D staff, NICE and NICE inContact hold over 300 patents.
In parallel, the partnership brings NICE inContact an established highly trusted enterprise IT services and technology partner, with Atos holding leader positions in both Europe and North America Gartner Magic Quadrants for Managed Workplace Services, together with leader positioning by Aragon Research, Inc., in its Globe for Unified Communication and Collaboration, under Unify, the Atos brand for communication and collaboration solutions.
With an Atos installed base ranging from the smallest businesses to the very largest corporations and governmental agencies, both parties are excited about the potential of the new partnership, which is effective immediately and globally.
Gartner, “Magic Quadrant for Contact Center as a Service, North America,” Drew Kraus, Steve Blood, Simon Harrison, Daniel O’Connell, 17 October 2018
Forrester Research, Inc. “The Forrester WaveTM: Cloud Contact Centers, Q3 2018,” Art Schoeller, with Daniel Hong, Sara Sjoblom, and Peter Harrison; September 25, 2018
Gartner, “Magic Quadrant for Managed Workplace Services, Europe,” David Groombridge, Claudio Da Rold, Federica Troni, 14 January 2019. Gartner, “Magic Quadrant for Managed Workplace Services, North America,” Daniel Barros, Mark Ray, 14 January 2019.
Aragon Research, Inc. “The Aragon Research Globe for UCC, 2019” by Jim Lundy, April 2019.
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