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Gartner names NICE as leader in CCaaS for 7th consecutive year

By Ryan Morris-Reade
Thu 12 Aug 2021

For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. 

CXone placed the highest overall for Completeness of Vision in the leaders’ quadrant. This is the seventh consecutive year that NICE CXone has been named a Leader in the CCaaS Magic Quadrant, making NICE the only CX vendor to be named a leader by Gartner in both the 2021 Magic Quadrant reports for CCaaS and workforce engagement management.

The 2021 Gartner Magic Quadrant for CCaaS evaluated CCaaS providers that serve customers globally. And according to the Gartner leader quadrant description, “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organisations with local sales and support organisations.

“Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand.”

It explains that leaders also benefit from the ability to support varying levels of deployment complexity, including integrations with partners through established marketplaces.

NICE says it takes a holistic approach to improve both agent and customer experiences. CXone supports more than 620,000 agents in the cloud in more than 100 countries.

“We are pleased to be again recognised as a Leader by Gartner,” says NICE CXone CEO, Paul Jarman.

“As a new era of digital customer experiences takes hold, brands are doubling down on digital, and we’re poised to enable enterprises worldwide to provide the ideal standard of customer experience interactions. With a comprehensive, integrated suite designed for proactive, digitally fluent, AI-powered experiences, we’re helping businesses shift to digital and create new opportunities for better relationships with customers. 

“To us, this recognition from Gartner underpins NICE’s commitment to helping organisations digitally transform, so they can build new experiences that meet their customers’ demands,” he adds.

NICE was recognised for the 13th consecutive time earlier this year by Gartner as a Leader in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM), positioning the company highest on the Completeness of Vision and furthest on the Ability to Execute axes, respectively. NICE is the only vendor to be named a Leader consecutive times by Gartner across their Magic Quadrant reports for CCaaS and WEM.

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