Customer Engagement

NICE Named a Leader in 2022 SPARK Matrix

NICE VoC positioned furthest to the right for technology excellence and recognized for its superior AI-infused solution that powers real-time actions in Quadrant Knowledge Solutions report

NICE (Nasdaq: NICE) today announced that it has been recognized as a Technology Leader in the 2022 SPARK MatrixTM for Voice of the Customer (VoC) Platform report positioned furthest to the right for technology excellence. The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 22 vendors, gave NICE Voice of the Customer the strongest rating for technology excellence. The report recognized NICE VoC as an AI-infused solution with the ability to instantly act on customer feedback to drive better customer engagement. For a complimentary copy of the report, click here.

Citing numerous strengths, the Quadrant Knowledge Solutions report noted that NICE VoC “can transform solicited and unsolicited digital feedback into a structured and unstructured data format and send alerts with respect to the metrics and trends,” helping organizations “leverage comprehensive experience insights to drive action and close the loop.” The report stated, “NICE VoC enriches its predictive, prescriptive, and proactive guidance, which assists agents, customers, and business users in making informed decisions by providing actionable intelligence in real-time during every interaction.” Further, the report highlighted NICE VoC’s inclusion in “CXone FedRAMP (Federal Risk and Authorization Management Program), which enables organizations to validate the security of the systems and protect customer data.”

According to Preshit Parab, Analyst, Quadrant Knowledge Solutions, “NICE offers superior AI-infused solutions that enable organizations to leverage deep and actionable insights in real-time to make informed decisions. NICE VoC platform’s ability to support real-time actions helps organizations instantly act on the feedback from customers to drive better customer engagement. The company continues to deliver value to its customers through its key technology differentiators, including customer journey-based analytics, real-time actions, a one-stop-shop VoC solution, and a holistic and unified solution.” Preshit added: “With its robust technology roadmap and vision, sophisticated technology solutions, and AI capabilities, NICE continues to remain a leader in the SPARK Matrix: Voice of the Customer (VoC), 2022.”

“NICE is pleased to be named once again as a VoC leader and recognized for our AI-infused solution that unifies, analyses, and acts on all forms of feedback across the customer’s digital-first omnichannel journey to increase customer loyalty and retention while enabling agents to best serve customers in real-time,” commented Barry Cooper, President, CX Division, NICE. “We are committed to Voice of the Customer innovations that remove friction from customer and agent experiences and that also address systemic issues to optimize the comprehensive customer journey.”

NICE’s commanding leadership in VoC is further demonstrated with recognition as the overall leader by Quadrant Knowledge Solutions in the 2022 SPARK Matrix for Speech Analytics report. The Quadrant Knowledge Solutions report gave NICE the highest ratings in both the technology excellence and customer impact performance parameters. The report acknowledged NICE CX Analytics’ key differentiators including “rapid time to value with out-of-the-box Enlighten AI solutions and use cases that include purpose-built AI technologies that are embedded into the NICE CX suite of applications and processes for real-time impact.” For a complimentary copy of the report, click here.

NICE Voice of the Customer powers organizations of all sizes to combine and analyze millions of customer interactions, solicited feedback, and operational data to uncover blind spots, increase customer satisfaction, and improve agent performance. A world-leading Voice of the Customer solution for organizations that rely on the strategic value of the contact center, NICE Voice of the Customer enables companies of all sizes across the globe to act on feedback and transform the customer experience at scale. A holistic solution unified with CXone and the NICE portfolio, NICE Voice of the Customer delivers superior AI and analytics to operationalize feedback on the frontline and across the comprehensive customer journey.

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