NICE achieves the highest score in the Customer Service Use Case in 2021 Gartner Critical Capabilities for Voice of the Customer*.

According to the Gartner report, enabling customer service encompasses, “The ability to support a customer-service-focused CX program through data model alignment, prebuilt integration, tailored analysis, metrics and reports, and support for customer service processes.”

The report includes:

  • Independent, third-party analysis and evaluation of leading Voice of the Customer vendors
  • Guidance to shortlist vendors aligned with select use cases, including customer service
  • Commentary regarding four expected areas of investment by VoC vendors

We believe this recognition confirms our focus and commitment to delivering the world’s leading Voice of the Customer solution for organizations that rely on the strategic value of the contact center to enable experience transformation.

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*Each Gartner Critical Capabilities use case has a highest possible score of 5.0. NICE received the highest score. NICE score is as follows: Contact Center: 3.9.

Gartner: Critical Capabilities for Voice of the Customer, Ed Thompson, Jim Davies, 25 January 2021.

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