NICE leads Gartner’s CCaaS rankings for 9th year

NEW JERSEY, UNITED STATES — Customer experience software provider NICE was recently named a Leader in the Gartner 2023 Magic Quadrant for Contact Center as a Service (CCaaS) for the ninth consecutive year.

The Gartner 2023 report indicates a shift from traditional contact centers to cloud-based CCaaS solutions. Companies are now preferring unified platforms over fragmented setups.

Earning top marks, NICE stood out for its “Completeness of Vision.” CXone, NICE’s flagship platform, combines CCaaS, AI, Analytics, and Digital Self-Service. Powered by Enlighten AI, CXone delivers unmatched digital customer service, emphasizing interactive AI experiences.

NICE CX Division President Barry Cooper noted that Gartner’s report shows the firm’s dedication to CX innovation. 

He added that this recognition reaffirms NICE’s commitment to shaping future customer service with CXone.

Since its first appearance in Gartner’s 2015 report, NICE has remained a consistent Leader, showcasing its knack for predicting and adapting to market shifts.