NICE CXone recognized for conversational AI and chatbot capabilities
Across-the-board metric increases led to the Metrigy recognition
Research and consulting firm, Metrigy, gave top honors to NICE CXone in its report evaluating conversational AI applications.
This report covers one of six MetriStar categories in which NICE earned Top Provider, a status that recognizes providers whose customers achieved high business success and above-average customer sentiment ratings in their evaluation. In fact, NICE performed better than any other provider throughout the full MetriStar program.
This report covers the category of conversational artificial intelligence, a technology that uses natural language, machine learning, and predictive analytics to communicate naturally with humans in real time. Conversational AI chatbots continuously evolve to improve interactions with both customers and agents—paving a smart- and data-driven path to success.
Metrigy evaluated providers in this category on business metric changes resulting from use, including:
Improved revenue
Decreased costs
Higher customer ratings
Increased agent efficiency
Learn more about the industry analysis, Metrigy’s take on NICE CXone capabilities, and see the results for yourself.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.
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 & Advisory 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.
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