NICE has been named a Customers' Choice in the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service (CCaaS), marking the second time the company has received this distinction.
This recognition is awarded based on feedback and ratings from verified end users. As of November 2023, NICE received an overall rating of 4.6 out of 5 from 87 reviews, with 91% of customers indicating they would recommend the company. NICE is the only vendor to have received this accolade twice.
Gartner explained the criteria for this distinction: "Vendors placed in the upper-right quadrant of the 'Voice of the Customer' quadrants are recognised with the Gartner Peer Insights Customers' Choice distinction, denoted with a Customers' Choice badge. The recognised vendors meet or exceed both the market average Overall Experience and the market average User Interest and Adoption."
NICE received a 4.8 out of 5 rating for its CXone product capabilities and a 4.7 out of 5 for both sales experience and deployment experience from customers. The CXone Mpower platform is designed for customer service automation, helping enterprises design and operate automation for workflows and agents at scale.
Customer testimonials for NICE in the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service include comments such as: "Expert platform allowed us to scale and provide great customer experiences," "Best customer experience (CX) product in the market at this moment in time," and "Cutting edge, adaptive & customer centric!"
Barry Cooper, President of NICE's CX Division, commented on the recognition, "It is our greatest honour to enable our customers to deliver exceptional employee and customer experiences. We innovate at the highest level to bring the latest, cutting-edge CX AI solutions to businesses of all sizes across all industries. We extend the utmost gratitude to our industry-leading customers for this recognition as the only vendor named CCaaS Customers' Choice on Gartner Peer Insights for 2024."
NICE's recognition as a Customers' Choice in the 2024 Gartner Peer Insights Voice of the Customer for Contact Center as a Service highlights the positive feedback and strong customer satisfaction with its solutions. The company's ability to meet customer expectations in areas such as product capabilities, sales experience, and deployment demonstrates its commitment to providing effective and scalable customer service automation solutions. This distinction reflects the continued trust and endorsement from users across various industries.
