NICE announced that Gartner has recognized NICE as a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. NICE placed the furthest overall for its Completeness of Vision in the Leaders Quadrant. This marks the tenth consecutive year that NICE has been named a Leader in the CCaaS Magic Quadrant.
This 2024 Gartner Magic Quadrant for CCaaS states, “CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.”
“We believe being named a Leader in the Gartner Magic Quadrant for the tenth consecutive year underscores NICE’s commanding role in shaping the future of customer service with its leading CX AI and through full automation. The mandate from C-suite leaders is clear: they want to fully automate customer service, and they are looking for a partner with proven AI at scale to take them there. We believe NICE is leading this revolution, turning that vision into a reality and transforming customer service to provide the smart, seamless and automated experiences organizations are looking for,” said Barry Cooper, President, CX Division, NICE.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does 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. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
SOURCE: BusinessWire