NICE announced today that it has been named the Outright Leader in the 2024 SPARK MATRIX
TM: Conversational AI For Intelligent Contact Center report out of 14 vendors evaluated. NICE positioned the furthest for Technology Excellence and the highest for Customer Impact reinforcing its global leadership in customer service automation.
What Quadrant Knowledge Solutions says
“NICE's platform exemplifies a sophisticated approach to transforming the contact center experience through comprehensive AI-driven capabilities. By integrating solutions such as CXone Mpower Autopilot for automated self-service and CXone Mpower Copilot for real-time agent support, the platform enhances the entire customer journey, driving consistent improvements in customer satisfaction and operational efficiency,” said
Saurabh Raj, Senior Analyst, QKS. “Key features like AI-guided assistance, automated insights, and intelligent routing empower contact centers to optimize performance, deliver personalized service, and adapt swiftly to dynamic customer needs. In the realm of conversational AI for intelligent contact centers, NICE demonstrates a strong commitment to innovation and leadership.”
Why NICE Stands Out
NICE’s leadership in conversational AI is driven by CXone Mpower, the industry’s leading AI platform orchestrating customer service workflows, agents and knowledge at unprecedented scale and precision. QKS highlighted the following key differentiators:
- AI Agents - CXone Mpower Autopilot powers seamless customer service automation, delivering consistent and accurate responses across every touchpoint. With CXone Mpower Autopilot, AI agents handle end-to-end interactions, driving automation to fulfillment.
- Workforce Augmentation - CXone Mpower Copilot provides proactive insights and guidance and real- time assistance to agents and supervisors, reduces manual tasks through automated notetaking and boosts productivity.
- Real-time Actionable Insights - CXone Mpower Actions empowers CX leaders to receive AI-powered insights and take action to immediately impact the business.
- Intelligent AI Routing – CXone Mpower matches customers with the best-suited agent based on holistic CX data, reducing wait times and improving customer satisfaction.
Want to learn more?
If you’re ready to transform your customer service strategy, CXone Mpower is the platform to make it happen. Learn more about CXone Mpower
here.
