NICE Emerges as the Unrivaled Champion in Speech Analytics, Setting New Standards for Tech Excellence and Customer Impact in 2023

NICE Emerges as the Unrivaled Champion in Speech Analytics, Setting New Standards for Tech Excellence and Customer Impact in 2023

NICE Recognized as Overall Leader in Technology Excellence and Customer Impact

NICE, a global leader in customer experience solutions, has been named the overall leader in technology excellence and customer impact in the 2023 SPARK Matrix for Speech Analytics report by Quadrant Knowledge Solutions. The report evaluated 17 vendors and rated NICE as the top performer in both categories.

The report highlighted NICE CX Analytics as a key differentiator, with enhanced AI capabilities that provide accurate predictions, decisions, and actions for a variety of use cases. NICE CX Analytics is part of the CXone open cloud platform, which helps organizations uncover valuable insights about customer behavior and deliver superior customer service.

Quadrant Knowledge Solutions also recognized NICE as the market leader in interaction analytics, offering expertise across all industries for improving customer satisfaction, optimizing efficiencies, increasing sales effectiveness, and demonstrating compliance.

Ganesh Reddy Bonthu, analyst at Quadrant Knowledge Solutions, praised NICE’s Enlighten AI suite, which powers the complete Customer Experience Interaction (CXi) platform. He emphasized the deep analysis of contact center data integrated across the cloud platform, enabling businesses to make informed decisions and future-proof their success.

Barry Cooper, President of CX Division at NICE, expressed delight at the recognition, highlighting NICE’s expertise in analytics and its relentless innovation in leveraging data and AI to deliver exceptional customer experiences.

The report also noted NICE’s strong geographical presence, with a commanding presence in the Americas, followed by the European Union, the Middle East, Africa, and the Asia Pacific region.

NICE caters to a wide range of use cases, including customer sentiment analysis, agent soft-skills behaviors, sales effectiveness, complaint management, fraud detection, churn prediction, vulnerable customers, and automated agent summaries.

About Quadrant Knowledge Solutions:

Quadrant Knowledge Solutions is a global advisory and consulting firm that helps clients achieve business transformation goals. Their research and consulting services provide comprehensive information and strategic insights to help clients formulate growth strategies in ever-changing business environments.

About NICE:

NICE is a worldwide leader in customer experience solutions, offering the CXone cloud-native platform to help organizations create extraordinary customer experiences while meeting key business metrics.