Evaluation of 22 providers of customer self-service knowledge bases

Research and consulting firm, Metrigy, gave top honors to NICE CXone Expert in its report evaluating customer self-service knowledge bases.

This report covers one of six 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 customer self-service knowledge bases. This category of solutions help customers solve problems without needing to reach out to an agent for help. They centralize a collection of documentation and information customers need, and use AI to surface the right answers whenever and wherever customers—and sometimes agents—need them.

Metrigy evaluated providers in this category on changes in business metrics resulting from use, including:

  • Customer sentiment
  • Improved revenue
  • Decreased cost
  • Increased agent efficiency
Learn more about the industry analysis, Metrigy’s take on NICE CXone Expert and get the results.