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NICE Wins 2019 CRM Service Leaders Awards for Excellence in Analytics and Workforce Optimization

Based on scores by leading industry analysts and consultants, awards recognize NICE for setting the standard in the contact center

NICE announced that its analytics and workforce optimization offerings have won the CRM Service Leaders Awards. The winning NICE solutions stood out for providing analytics-driven insights that drove up efficiency and solid performance and delivering value across the enterprise. NICE was also named One to Watch in the Enterprise Feedback Management Category.

NICE Wins 2019 CRM Service Leaders Awards for Excellence in Analytics and Workforce Optimization.

NICE won awards in the following categories:

  • Best Contact Center Analytics – NICE took the 2019 Service Leaders Award following a category-leading score of 4.3 out of 5 in depth of functionality, and 4.0 in company direction and customer satisfaction. Ian Jacobs, a principal analyst at Forrester Research, said that the company is “always a leader in the customer service world” and “has really pushed to provide value for other parts of the enterprise, including increasing cross-selling and upselling, predicting and reducing customer churn, and quickly addressing product quality issues.” Paul Stockford, president and chief analyst at Saddletree Research added that “analytics is the foundation for just about all NICE solutions,” and that its 2016 acquisition of Nexidia gave NICE a strong head start in advanced analytics. “NICE is setting the standard for analytics in the contact center,” he said.
  • Best Workforce Optimization (WFO) – NICE clinched this accolade for the second year by receiving the top score for depth of functionality and ranking high in company direction and customer satisfaction. “With a foundation in analytics for all its solutions, including WFO, NICE is poised to redefine efficient WFO in the future while offering a solid-performing WFO solution today,” Paul Stockford, president and chief analyst at Saddletree Research said. Ian Jacobs, a principal analyst at Forrester Research points out that the company’s “move to consolidate routing and WFO into a single offer has really paid off.”

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“We are delighted to be awarded with these CRM Services Leaders Awards again this year,” said Barry Cooper, President of the Enterprise Group, NICE. “These accolades are a testament to the cutting-edge innovation and unique, holistic vision that drives our portfolio. This unmatched combination allows NICE to empower its customers with solutions that address the challenges of tomorrow while driving uncompromising service experiences today”.

Recipients of the CRM Service Leaders Awards are determined through a proprietary ranking system based on the scores given by leading industry analysts and consultants for each vendor’s deployment costs, customer satisfaction, depth of functionality (or breadth of services, in the case of outsourcing), and company direction. Company financial data is also taken into consideration to determine the winners.

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NICE Nexidia delivers unique analytics-based insights that optimize the potential of better customer experience, increased loyalty, lower costs, improved sales effectiveness and more in every interaction. Nexidia Analytics provides the capabilities and experience to uncover insights that drive our Fortune 100 customers to differentiate and compete successfully among the best in class.

NICE solutions for Workforce Optimization empower employees with insights that make them stakeholders in the organization’s success. With NICE employees can directly impact the company’s performance and their career path, as well as influence their schedule and other contact center processes. The result is better customer experience at a lower cost.

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