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NICE Named Company of the Year for Conversational AI In the North American CCaaS Market


Frost and Sullivan recognises NICE and commends its sound financial standing, considerable R&D expenditure, which is among the highest in the sector, and innovative application of CAI and AI technology.

In the North American Cloud Contact Centre (CCaaS) sector, NICE declared that it has won Frost & Sullivan’s Best Practises Company of the Year Award for Conversational AI. Its highest accolade is the Company of the Year Award from Frost & Sullivan. NICE was chosen by Frost & Sullivan due to its ground-breaking innovation, industry-leading performance, and unrivalled customer service. NICE won the top prize, according to Frost & Sullivan, for its “remarkable business performance and increasingly strong brand reputation.” Frost and Sullivan stated in the report that “NICE has continuously branched out to other areas of the business to improve business outcomes and elevate brand experiences and has remained a visionary leader in the contact centre space for decades.”

Frost & Sullivan rated NICE for its cloud-native, highly scalable, AI-powered contact centre portfolio, adding that “through native development and astute firm acquisitions, NICE has evolved its contact centre portfolio from a suite of rich analytics solutions to a full CCaaS suite. Its substantial R&D investment and go-to-market initiatives incorporating AI and analytics across the platform further solidify its leading position and brand value. Analysts pointed out that NICE understands that customers are at various stages of their AI and digital transformation journeys, saying that NICE ‘built the CXone platform for ease of use and omnichannel service delivery, eliminating the breakpoints that can stall the addition of new functionality’.

No matter where the customer journey begins, NICE’s portfolio of digital solutions, FluenCX, is acclaimed for creating seamless partnerships between customers and brands. NICE’s Enlighten XO, a portion of its Enlighten AI, its purpose-built AI engine designed for CX, was highlighted by Frost and Sullivan. Enlighten XO accurately responds in real-time by analysing conversational data to identify consumer intent and the best result for those intentions. The other essential elements of FluenCX, such as CXone Expert, CXone SmartAssist, CXone Guide, and Contact Engine, were also highlighted by Frost and Sullivan. NICE was honoured for its data-first strategy, which helps brands identify areas for automation or fill in service gaps, lowering costs and improving CSAT.

“NICE customers benefit from having access to one of the broadest portfolios in the industry and a highly seasoned team of experts that understand the use of maturing technologies, such as CAI and AI, and how to best use them for superior business outcomes.”

Nancy Jamison, Senior Industry Director, Frost and Sullivan

Additionally, Frost & Sullivan’s 2022 North American Enterprise Cloud Contact Centre RadarTM named NICE as one of the top 3 vendors.

“We are proud to be recognized by Frost and Sullivan as the market leader in conversational AI”, “AI is rapidly transforming the customer experience landscape. NICE is at the forefront of this AI innovation, continuing to deliver significant ground-breaking AI advancements as we propel brands to deliver next-gen customer experience.”

Barry Cooper, President, CX Division, NICE

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