The analyst group issued two reports positioning NICE among the most significant vendors in the market. NICE’s current offering received among the top scores for journey design and planning, as well as services, client experience and usability criteria. The company had the highest score possible in parts of the strategy evaluation: in the planned enhancements, partner ecosystem, and pricing model criteria.
“The [NICE] platform lets users slice and dice journey data to visualize moments of truth, pain points, and KPI changes. It also lets users observe multiple journeys for a single customer. The platform is unique in connecting journeys to agent performance (using speech and text analytics) and employee metrics,” noted the Forrester Research reports. NICE Customer Journey Solutions were also cited for their ability to “support enterprisewide journey analytics programs,” as well as their scalability across channels.
“In the Age of the Customer, consumers expect businesses to satiate their needs quickly and painlessly, despite exponential growth in available data and interaction channels. The NICE Customer Journey Analytics platform empowers brands to achieve, and act on, total visibility of the customer journey— identifying the quickest route from Point A to Point B, the paths more or less traveled, the real-time bottlenecks, the points of interest, and even the user reviews,” said Miki Migdal, President of the NICE Enterprise Product group. “By helping organizations fully understand the customer journey, we enable them to unlock opportunities, improve brand loyalty, and drive business results both immediately and over the long haul.”
The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 20171 and The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017 identify and evaluate respectively 13 and 10 of the most significant Customer Journey Analytics Visioning vendors based on a 27-point criteria including strategy, current offering and market presence. The visioning platforms report states, “Vendors that take a technology-agnostic approach to integration can deliver insights at speed across all permutations of journeys. And measuring business impact can help companies drive business results and CX differentiation.”
To download a full version of the report, please visit this page.
NICE (Nasdaq:NICE) is the worldwide 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. www.nice.com.
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: www.nice.com/nice-trademarks.
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 Mr. Migdal, 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.
1 Forrester Research, Inc. “The Forrester Wave™: Customer Journey Visioning Platforms, Q3 2017,” Joana can der Brink-Quinanilha, Alex Causey September 12, 2017