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.
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This cheat sheet has everything you need to know to satisfy customer demands as quickly as possible and gain their trust and loyalty. Find out how to optimize certain micromoments in the customer journey to make this happen every time.
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.
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.
Webinar Demo Preview
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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