NICE inContact CXone Named a Leader in Cloud Contact Centers by Independent Research Firm

CXone earns highest possible score in market presence and is top
ranked in current offering

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that NICE
inContact CXone
, the world’s #1 cloud customer experience platform,
has been named a leader for Cloud Contact Centers by Forrester Research.
CXone received the highest possible score in the market presence
category and is top ranked in the current offering category. The
Forrester WaveTM: Cloud Contact Centers, Q3 20181

positions CXone among the most significant cloud contact center
solutions in the market.

In addition to receiving the highest possible score in market presence
and being top ranked in current offering, CXone received top scores in
three of 10 evaluated subcategories:

  • Omnichannel capabilities
  • User interface
  • Infrastructure

CXone also received among the top scores in these subcategories:

  • Customer success
  • Reporting and analytics
  • Installed base

“An earlier start in cloud has afforded certain vendors first-mover
advantage, as they’ve been able to flesh out their suites with
differentiated features,” stated the Forrester Research report. The
report noted, “The combination of NICE and inContact (acquired by NICE
in 2016) has culminated with CXone – a full-featured, multitenant
contact center offering with native WFO and analytics.”

In addition to affirming that cloud is the future of the contact center
software market, Forrester emphasized the importance of native WFO,
“Native WFO allows a broader range of contact center managers, team
leaders, and agents to navigate across the contact center system using a
common user interface. A consolidated set of operational data, agent
evaluations, and schedules provides a foundation for AI applications
that will further boost contact center efficiency and effectiveness.”

“Today, to win in the customer experience economy, companies must
compete at a higher level. Organizations of all sizes are choosing CXone
to power exceptional customer experiences in order to build loyalty,
wallet share, and advocacy,” said Paul Jarman, NICE inContact CEO. “We
are honored that CXone was named a leader in the Cloud Contact Center
Wave evaluation and believe this demonstrates NICE inContact’s
dedication to a customer-obsessed business vision, product strategy, and
in-market execution for CXone – delivering a unified suite on a flexible
and powerful open cloud customer experience platform.”

The Forrester Wave: Cloud Contact Centers, Q3 2018 identifies and
evaluates 11 of the most significant Cloud Contact Center vendors based
on a 32-point criteria including current offering, strategy, and market

This first ever Forrester Wave for Cloud Contact Centers provides a
valuable resource for organizations that are seeking to improve customer
experience (CX) and reduce operating costs by modernizing their contact
center technology. Increasingly contact centers of all sizes, including
large enterprises, are moving to the cloud to achieve their business
goals and win in the experience economy. As noted in the Forrester Wave,
“As on-premises contact center technology becomes outdated and less
effective, improved systems architected for cloud-based delivery that
support AI, workforce optimization (WFO), and omnichannel will dictate
which providers lead the pack.”

NICE inContact CXone is the leading cloud customer experience platform.
Only CXone unifies Omnichannel Routing, Analytics, Workforce
Optimization, and Automation & Artificial Intelligence – providing a
seamless customer and agent experience – as part of one
enterprise-grade, cloud native platform. With its Open Cloud Foundation,
CXone powers rapid innovation via open APIs, leading scalability and
reliability (guaranteed 99.99 percent uptime), and carrier-grade
connectivity (guaranteed voice quality).

To read the full Forrester report click here.

About NICE inContact
NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer experience
platform. NICE inContact CXone™ combines best-in-class Omnichannel
Routing, Analytics, Workforce Optimization, Automation and Artificial
Intelligence on an Open Cloud Foundation. NICE inContact’s solution
empowers organizations to provide exceptional customer experiences by
acting smarter and responding faster to consumer expectations. NICE
inContact’s DEVone developer program is an extensive partner ecosystem,
providing applications from partner companies on the CXexchange
marketplace that are designed to integrate with CXone. NICE inContact is
recognized as a market leader by Gartner, Ovum, IDC, Frost & Sullivan,
DMG, and Ventana.

NICE inContact is part of NICE (Nasdaq: NICE), the world’s
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.

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:


[1]Forrester Research, Inc. “The Forrester WaveTM:
Cloud Contact Centers, Q3 2018,” Art Schoeller, with Daniel Hong, Sara
Sjoblom, and Peter Harrison; September 25, 2018

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 Paul Jarman 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.


Corporate Media Contact
NICE inContact
Cheryl Andrus,
+1 801 320 3646
Cohen, +1 551 256 5354, ET
Erez +972 9 775 3798, CET

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