NICE recognized for the 10th consecutive year: 2024 Gartner® Magic Quadrant for CCaaS

The competitive cloud-based contact center market continues to undergo dramatic growth and innovation, with customer experience (CX) solutions evolving to meet the ever-changing needs of businesses and customers alike. So we are excited to announce that we have once again been named a Leader in the 2024 Gartner® Magic Quadrant for Contact Center as a Service (CCaaS) for the 10th consecutive year*. ^[1] We believe this reflects the strengths of our NICE CXone as a unified interaction-centric platform with the most advanced, purpose-built AI.

NICE also once again positioned the furthest overall for our Completeness of Vision in the Leaders Quadrant, which we believe is a testament to our relentless commitment to innovation and market foresight. While others follow trends, NICE defines them. Our deep understanding of customer challenges, combined with our technological breakthroughs, continues to revolutionize the industry landscape, and set new benchmarks for excellence.

What does that mean for our existing and potential customers? We believe NICE being recognized as a Leader helps confirm our ability to help companies of any size successfully deliver exceptional agent and CX at scale.

Why the Gartner Magic Quadrant matters to us

According to Gartner, this report is “a tool that provides a graphical competitive positioning of technology providers to help you make smart investment decisions.” For businesses looking to invest in CCaaS, we believe this research offers critical insights that recognize vendors and trends in the CCaaS market. This recognition is based on the ability to execute and the completeness of vision.

Gartner shares that Leaders are “best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth because of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”

We believe that NICE’s 10th year of recognition speaks volumes about our ability to not only meet today’s challenges but also anticipate future demands for AI-powered CCaaS solutions.

NICE’s view on CX innovation and market leadership

NICE’s position at the forefront of the CCaaS market is built on a combination of innovation and other strategic capabilities which we feel are instrumental in securing market leadership and give us an edge over competitors. We continue to empower organizations of any size to deliver extraordinary and personalized CX across digital and voice channels from any location with CXone.

Leveraging CXone, companies in a wide range of industries worldwide are boosting customer satisfaction, maximizing efficiency, and reducing costs at an unprecedented rate. With our complete unified platform and applications suite, outcome-focused people, and powerful partner ecosystem, we can help any business tackle any challenge, no matter the size.

But we aren’t stopping there. Our unceasing focus on innovation and leadership continues to drive us forward as we strive to provide the most efficient and complete CX solutions on the market. We recently introduced the next step in that journey with CXone Mpower, the ultimate AI hyper-platform. Mpower is an all-in-one solution for effortless, automated, and connected customer service. Discover more here.

Make informed decisions: Peer Insights™ Customers’ Choice for CCaaS and other evaluations

For any business considering CCaaS investments, doing your homework is crucial. One essential resource is 2024 Gartner® Peer Insights™ Voice of the Customer for Contact Center as a Service report. NICE is the only vendor recognized as a Customers’ Choice for CCaaS, with 91% of customers recommending NICE as a preferred CCaaS vendor based on 86 overall reviews as of November 2023. With a rating of 4.8 out of 5 over the last 12 months based on 53 ratings as of November 11, 2024 on Peer Insights, we believe that we continue to earn the trust and approval of end users.

Buyers should look at other key research as well, like The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q1 2023 and the ISG Contact Centers and Agent Management Buyers Guide, which also reinforce NICE’s ability to deliver on the future, now. In the Forrester report, NICE leads on both axes, while ISG named NICE a leader in three distinct categories: Contact Center Advanced, Contact Center Basic, and Agent Management.

The importance of finding a trusted CX AI provider

Choosing the right CCaaS provider is critical in an era where CX is a key competitive differentiator. After all, in today’s world, CX isn’t just part of your business – it IS your business. We believe NICE’s continued leadership across multiple dimensions, particularly in the innovation of AI purpose built for customer experiences (CX AI), shows that we’re more than just a market leader – we’re a trusted partner for organizations like yours aiming to deliver extraordinary customer experiences.

Barry Cooper, President, CX Division of NICE, said it best, “The mandate from C-suite leaders is clear: they want to fully automate customer service, and they are looking for a partner with proven AI at scale to take them there. We believe NICE is leading this revolution, turning that vision into a reality, and transforming customer service to provide the smart, seamless, and automated experiences organizations are looking for.”

We are proud of the work we do to deliver our promise to every customer every day. Our success stems from our commitment to innovation and a proven track record in delivering essential capabilities, reliability, scale, and digital services necessary for businesses to thrive. At NICE, we partner closely with customers to enhance every interaction into a reliable and memorable experience.

The NICE global team focuses on advancing contact center technologies daily. By integrating CXone with expert services and strategic alliances, we empower you to elevate every customer relationship for enduring results. Together, we forge lasting customer connections.

The 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.

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^{*NICE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NICE inContact in the same report from 2017 until 2019. The report name was updated to Magic Quadrant for CCaaS starting 2020.}

^{[1] Gartner: Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024.}