NICE has announced that the company has received the highest scores for Digital Customer Service Centre, the newest use case included in the 2022 Gartner Critical Capabilities for Contact Centre as a Service (CCaaS) research report.
Giving this year's digital addition context, the Gartner report says, "We have also added a digital customer service centre use case to address the growing need for managing digital channels as a primary interface."
Overall, NICE was ranked in the top three among all vendors evaluated for all five use cases presented, including High-Volume Customer Call Centre, Customer Engagement Centre, Global Contact Centre, Agile Contact Centre, and the newest, Digital Customer Service Centre.
Gartner recommends that users consider the set of critical capabilities as some of the most important criteria for acquisition decisions, according to the report.
The analysts state NICE's artificial intelligence (AI)-powered, cloud-native solutions are exceeding the boundaries of the contact centre and defining a new industry standard for delivering seamless, digitally fluent customer experience.
This recognition in the 2022 Gartner Critical Capabilities for CCaaS report joins NICE's earlier recognitions this year as the only vendor named a Leader by Gartner in both the 2022 Magic Quadrant reports for CCaaS and Robotic Process Automation (RPA), which NICE states confirms its position as a digital innovator.
Barry Cooper, President CX Division at NICE, says, “We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report.
"In our opinion, we continue to lead the way in transforming the traditional notions of what excellent service can be by harnessing the power of data and AI to deliver on the promise of game-changing, real-time customer experience interactions (CXi).”
NICE's advanced digital portfolio includes the most complete, connected, intelligent, and scalable solutions, including: smart self-service; proactive conversational AI; real-time knowledge management; attended automation; and more.
The company states a digital-first approach to customer experience (CX) is critical for all brands to compete cost-effectively meeting consumers wherever they are on any touchpoint, anytime, anywhere.
NICE was recognised in the very first Gartner Magic Quadrant for CCaaS report in 2015 as a Leader and has been recognised as a Leader in the Magic Quadrant for CCaaS consecutively since then.
The company states its consistent recognition in this report reinforces its ability to identify market trends early and continually innovate accordingly to deliver the technology solutions organisations need to advance customer success.
Gartner notes its analyst reports do 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.