Customer Experience, Service & Success

NICE Receives CCaaS Technology Innovation Leadership Award

Frost & Sullivan recognizes NICE for its industry-leading multipath approach to customer experien

NICE (Nasdaq: NICE) today announced that it has received Frost & Sullivan’s 2022 European Contact Center as a Services Technology Innovation Leadership Award for the exceptional business value it delivers. With this Best Practices award, Frost & Sullivan recognizes companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development.

“NICE’s multipath approach to cloud migration allows organizations to introduce meaningful CX innovations because of the flexibility and scalability of the CXone platform, while continuing to harness legacy infrastructure that cannot easily be migrated,” said Alexander Michael, Vice President at Frost & Sullivan. “NICE’s contact center modernization solutions maximize the value generated for businesses and customers, and the continuous transformation that ensures a business stays relevant to its customers in the cloud.”

With this CCaaS award, Frost & Sullivan recognizes CXone AppLink, an innovation that allows customers to connect their legacy ACDs to CXone, giving them access to all of the next gen CXone cloud applications such as CXone Recoding, CXone Quality Management and CXone Interaction Analytics. As such, CXone Applink provides the market with a simple, risk free and economical first step in their migration to Cloud CX solutions.

By enabling organizations of all sizes and industries to cost-effectively manage their paths to the cloud, NICE is empowering brands to digitally transform and elevate every customer interaction in increasingly competitive environments,” said Darren Rushworth, President, NICE International. “NICE’s market-differentiating, complete platform solution gives enterprise-grade CCaaS clients the flexibility to migrate to the cloud with any ACD at any pace—with ease.”

“NICE increases CCaaS customer satisfaction by providing actionable intelligence that elevates customer interactions and empowers digital transformation,” said Darren Rushworth, President, NICE International. “NICE’s automated, AI-powered conversational intelligence tools are not just capable of listening to customers, they understand the context of what customers want.”

With this award, Frost & Sullivan has highlighted NICE CXone’s ability to help organizations worldwide leverage cloud call recording functions to implement the AI-powered quality management and interaction analytics tools they need to succeed.

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