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NICE inContact received the highest scores in four of five use cases in Gartner's Critical Capabilities for the second year in a row


Gartner’s latest report can assist in your plans for selecting a cloud contact center solution. We have received the highest scores in both geographic use cases, Western Europe and North America, and two application use cases, agile contact center and customer engagement center, for CXone.

We invite you to download a complimentary copy of the report to learn:

  • 12 critical capabilities for evaluating contact center as a service (CCaaS) providers
  • 5 use cases that reflect the most common configurations
  • How vendors are rated as it relates to your specific use case

We believe this recognition in critical capabilities report applied to real-world use cases demonstrates our customer-obsessed business vision and product strategy that is dedicated to helping customers achieve their business goals with NICE inContact CXone.

You may also be interested in learning more about how NICE inContact is named a Leader and achieves the highest and furthest overall position for ability to execute and completeness of vision in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America report.

Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019
Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019
Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from NICE inContact.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

As NICE inContact in Magic Quadrant for Contact Center as a Service, North America (2019 – 2017)
As inContact in Magic Quadrant: Contact Center as a Service, North America (2016 -2015)

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