NICE was named a technology leader in the 2022 SPARK Matrix for Voice of the Customer (VoC) Platform report, positioned far right for technology excellence.
The Quadrant Knowledge Solutions report, which provides market insights, competitive assessment and rankings for 22 vendors, gave NICE VoC the highest rating for technological excellence.
Additionally, NICE was recognized as an AI-infused offering with the ability to immediately act on customer feedback to drive better customer engagement.
The Quadrant Knowledge Solutions report references a range of strengths, noting in particular NICE VoC’s ability to transform solicited and unsolicited digital feedback into structured and unstructured data format and send alerts regarding metrics and trends to help businesses “[leveraging] comprehensive information about the experience to drive action and close the loop.”
“NICE VoC enriches its predictive, prescriptive, and proactive guidance, which helps agents, customers, and business users make informed decisions by delivering actionable insights in real time during every interaction,” the report states.
In addition, the report highlights NICE VoC’s inclusion in the CXone FedRAMP (Federal Risk and Authorization Management Program), which enables organizations to validate system security and protect customer data.
“NICE delivers superior AI-powered solutions that enable organizations to leverage deep, actionable insights in real time to make informed decisions,” said Preshit Parab, analyst at Quadrant Knowledge Solutions.
“The NICE VoC platform’s ability to support real-time actions helps organizations to act instantly on customer feedback to drive better customer engagement.
“The company continues to deliver value to its customers through its key technology differentiators, including customer journey-based analytics, real-time actions, a one-stop-shop VoC solution, and a holistic, unified solution.
“With its robust technology roadmap and vision, sophisticated technology solutions, and AI capabilities, NICE continues to remain a leader in the SPARK Matrix: Voice of the Customer (VoC), 2022.”
NICE notes that its leadership in VoC is further demonstrated by recognition as an overall leader by Quadrant Knowledge Solutions in the 2022 SPARK Matrix for Speech Analytics report.
This Knowledge Solutions Quadrant report gave NICE the highest marks for the Technology Excellence and Customer Impact metrics.
Additionally, the report recognized key differentiators of NICE CX Analytics, including fast time to value with Enlighten’s ready-to-use AI solutions and use cases that include purpose-built AI technologies that are integrated into the NICE CX suite of applications and processes. for real-time impact.
“NICE is pleased to be named a VoC Leader again and recognized for its AI-powered solution that unifies, analyzes and acts on all forms of feedback throughout the customer’s digital omnichannel journey to increase loyalty and retention. customers while enabling agents to better serve customers in real time,” said Barry Cooper, president, CX division, NICE.
“We are committed to Voice of the Customer innovations that remove friction from customer and agent experiences and also address systemic issues to optimize the entire customer journey.”