NICE (Nasdaq:NICE) today announced that it has been recognized as a leader in visioning and orchestration for its Customer Journey Solutions by Forrester Research.
The analyst group issued two reports positioning NICE among the most significant vendors in the market. NICE’s current offering received among the top scores for journey design and planning, as well as services, client experience and usability criteria. The company had the highest score possible in parts of the strategy evaluation: in the planned enhancements, partner ecosystem, and pricing model criteria.
“The [NICE] platform lets users slice and dice journey data to visualize moments of truth, pain points, and KPI changes. It also lets users observe multiple journeys for a single customer. The platform is unique in connecting journeys to agent performance (using speech and text analytics) and employee metrics,” noted the Forrester Research reports. NICE Customer Journey Solutions were also cited for their ability to “support enterprisewide journey analytics programs,” as well as their scalability across channels.
“In the Age of the Customer, consumers expect businesses to satiate their needs quickly and painlessly, despite exponential growth in available data and interaction channels. The NICE Customer Journey Analytics platform empowers brands to achieve, and act on, total visibility of the customer journey— identifying the quickest route from Point A to Point B, the paths more or less traveled, the real-time bottlenecks, the points of interest, and even the user reviews,” said Miki Migdal, President of the NICE Enterprise Product group. “By helping organizations fully understand the customer journey, we enable them to unlock opportunities, improve brand loyalty, and drive business results both immediately and over the long haul.”
The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 20171 and The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017 identify and evaluate respectively 13 and 10 of the most significant Customer Journey Analytics Visioning vendors based on a 27-point criteria including strategy, current offering and market presence. The visioning platforms report states, “Vendors that take a technology-agnostic approach to integration can deliver insights at speed across all permutations of journeys. And measuring business impact can help companies drive business results and CX differentiation.”
To download a full version of the report, please visit this page.
About NICE
NICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Migdal, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company's products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
1 Forrester Research, Inc. “The Forrester Wave™: Customer Journey Visioning Platforms, Q3 2017,” Joana can der Brink-Quinanilha, Alex Causey September 12, 2017
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Investors
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