NICE named Leader in 2024 Gartner® Magic Quadrant for CCaaS

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right-0 bottom-0 left-0 "> <img class="cover-img__image relative w-full h-full object-cover" src="https://media.licdn.com/dms/image/v2/D5612AQGQ_gyq6JGrBg/article-cover_image-shrink_720_1280/article-cover_image-shrink_720_1280/0/1732133083162?e=2147483647&v=beta&t=eYwNVESLXYuBu7kk78-sZJTHa0_nvO4UIV6GA8NH12Y" fetchpriority="high" data-embed-id="cover-image" alt="NICE recognized for the 10th consecutive year: 2024 Gartner® Magic Quadrant for CCaaS"> </div> </div>  </figure> <header> <section class="core-section-container relative my-3"> <h1 class="pulse-title text-display-md text-color-text lg:text-display-lg font-bold w-11/12">NICE recognized for the 10th consecutive year: 2024 Gartner® Magic Quadrant for CCaaS</h1> <div class="ellipsis-menu absolute right-0 top-0"> <div class="collapsible-dropdown flex items-center relative hyphens-auto"> <button class="ellipsis-menu__trigger collapsible-dropdown__button btn-md btn-tertiary cursor-pointer !py-[6px] !px-1 flex items-center rounded-[50%] 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hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link publisher-author-card"> <a class="base-card__full-link absolute top-0 right-0 bottom-0 left-0 p-0 z-[2]" href="https://www.linkedin.com/company/nice-systems" data-tracking-control-name="article-ssr-frontend-pulse_publisher-author-card" data-tracking-will-navigate> <span class="sr-only"> NICE </span> </a> <img class="inline-block relative w-6 h-6 " data-delayed-url="https://media.licdn.com/dms/image/v2/D4D0BAQFF50nIM3iIOA/company-logo_100_100/company-logo_100_100/0/1688279748841/nice_systems_logo?e=2147483647&v=beta&t=V8gXD7ZkrKpyOUhzjgCKJMjoxNvyIflyx1951MwFdYA" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/cs8pjfgyw96g44ln9r7tct85f" alt="NICE"> <div class="base-main-card__info self-center ml-1 flex-1 relative break-words papabear:min-w-0 mamabear:min-w-0 babybear:w-full ">  <h3 class="base-main-card__title font-sans text-[18px] font-bold text-color-text overflow-hidden "> NICE </h3>   <div class="body-text text-color-text-low-emphasis base-main-card__metadata"> Published Nov 21, 2024 </div>  </div> <div class="base-main-card__ctas z-[3] self-center ml-3 babybear:ml-1 babybear:self-start"> <a class="base-main-card__cta btn-sm btn-secondary" href="https://www.linkedin.com/signup/cold-join?session_redirect=%2Fpulse%2Fnice-recognized-10th-consecutive-year-2024-gartner-magic-oclhc%3Ftrk%3Dorganization_guest_main-feed-card_feed-article-content&trk=article-ssr-frontend-pulse_publisher-author-card" data-tracking-control-name="article-ssr-frontend-pulse_publisher-author-card" data-tracking-will-navigate> + Follow </a> </div> </div> </div> </section> </header> <div data-test-id="article-content-blocks">  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>The competitive cloud-based </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fsolutions&urlhash=9TZP&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>contact center </a></span><span class> market is undergoing 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 </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fget%2Enice%2Ecom%2Fgartnermq2024%3Futm_source%3Dcampaign%26utm_medium%3Dblog%26utm_content%3D0204131%26utm_campaign%3DNL_Q424_EN_CX1_GLOB_242256_CLP_Gartner-MQ-2024&urlhash=6p-k&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>2024 Gartner® Magic Quadrant for Contact Center as a Service </a></span><span class> (CCaaS) for the 10th consecutive year.*</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>NICE also once again positioned the furthest overall for our Completeness of Vision in the Leaders Quadrant, a testament to our relentless commitment to innovation and market foresight. While others follow trends, </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fget%2Enice%2Ecom%2F2025-CX-Trends%2Ehtml&urlhash=TwO7&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>NICE defines them </a></span><span class>.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>Why the Gartner Magic Quadrant matters to us</span> </h2> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>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 </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fglossary%2Fwhat-is-ccaas-contact-center-as-a-service&urlhash=LCB1&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>CCaaS </a></span><span class>, we believe this research offers critical insights that recognize vendors and trends in the CCaaS market.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>We also believe that NICE’s 10th year of recognition speaks volumes about our ability to not only meet today’s challenges but anticipate future demands for AI-powered CCaaS solutions as well.</span> </p> </div>  <a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fget%2Enice%2Ecom%2Fgartnermq2024&urlhash=SRXO&trk=article-ssr-frontend-pulse_publishing-image-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_publishing-image-block" data-tracking-will-navigate class="flex flex-col mt-2" data-test-id="publishing-image-block" rel="ugc"> <figure> <img class="lazy-load block w-full" data-delayed-url="https://media.licdn.com/dms/image/v2/D5612AQFNFxZEIv6xrA/article-inline_image-shrink_1000_1488/article-inline_image-shrink_1000_1488/0/1732133747514?e=2147483647&v=beta&t=btTvQOg7zMzkAb3ZzZ2QqOcIuWX08mGN-3TsGobaUEk">  </figure> </a>  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>NICE’s view on CX innovation and market leadership </span> </h2> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>NICE’s position at the forefront of the CCaaS market is built on a combination of </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fplatform%2Fcx-ai-overview&urlhash=RrbU&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>innovation </a></span><span class> 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.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>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 </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fplatform%2Fplatform-overview&urlhash=fuz6&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>CXone Mpower </a></span><span class>, the ultimate AI hyper-platform. Mpower is an all-in-one solution for effortless, automated, and connected customer service. Discover more </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fplatform%2Fplatform-overview&urlhash=fuz6&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>here </a></span><span class>.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>Make informed decisions: Peer Insights™ Customers’ Choice for CCaaS and other evaluations </span> </h2> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>If you’re considering CCaaS investments, do your homework. One essential resource is </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fttps%2F%2Fget%2Enice%2Ecom%2Fgartner-customers-choice-ccaas-gartner-2024%2Ehtml%3Futm_source%3Dcampaign%26utm_medium%3Dblog%26utm_content%3D0216187%26utm_campaign%3DNL_Q324_EN_CX1_GLOB_242437_CLP_Gartner-VoC-CCaaS-2024&urlhash=MeQr&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>2024 Gartner® Peer Insights™ Voice of the Customer for Contact Center as a Service </a></span><span class> 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.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Buyers should look at other key research as well, like </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Flp%2Fforresterwave2023&urlhash=u4nk&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q1 2023 </a></span><span class> 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.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>Importance of finding a trusted CX AI provider </span> </h2> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Choosing the right CCaaS provider is critical in an era where CX is a key competitive differentiator. 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 </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fcompany%2Fmarket-leadership&urlhash=oSyp&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>market leader </a></span><span class> – we’re a trusted partner for organizations like yours aiming to deliver extraordinary customer experiences.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>“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,” said </span><span class> <a href="https://www.linkedin.com/in/barry-cooper-4a0a8a3?trk=article-ssr-frontend-pulse_little-mention" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-mention" data-tracking-will-navigate data-test-link> Barry Cooper </a>  </span><span class>, President, CX Division of NICE. “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.”</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Get the full story in </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fwww%2Enice%2Ecom%2Fblog%2Fnice-recognized-for-the-10th-consecutive-year-2024-gartner-magic-quadrant-for-ccaas&urlhash=fcsl&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>our blog </a></span><span class>.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class="italic">* 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. </span> </p> </div>  <hr data-test-id="publishing-divider-block" class="my-[3.2rem] mx-auto h-[1px] border-0 bg-black-a16">  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>More CX insights</span> </h2> </div>  <a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fget%2Enice%2Ecom%2FHBR-Improve-CS-with-AI&urlhash=IyzZ&trk=article-ssr-frontend-pulse_publishing-image-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_publishing-image-block" data-tracking-will-navigate class="flex flex-col mt-2" data-test-id="publishing-image-block" rel="ugc"> <figure> <img class="lazy-load block w-full" data-delayed-url="https://media.licdn.com/dms/image/v2/D5612AQFIVphk3bvLgg/article-inline_image-shrink_1000_1488/article-inline_image-shrink_1000_1488/0/1732134381052?e=2147483647&v=beta&t=CPhyE-zmSjGZcvIllYgBBaa9PjvaPYbfza4FCUtH8tU">  </figure> </a>  <div class="article-main__content" data-test-id="publishing-text-block"> <h3><span class>HBR: Improving customer service with AI</span></h3> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>One of the biggest opportunities for AI lies within the realm of customer service. But contrary to popular opinion, AI is not a bandage you can throw on your customer service cut and expect it to heal. Harvard Business Review Analytic Services, in association with NICE, conducted research to understand where to focus efforts and budget to maximize AI for CX. </span><span class><a href="https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fget%2Enice%2Ecom%2FHBR-Improve-CS-with-AI&urlhash=IyzZ&trk=article-ssr-frontend-pulse_little-text-block" target="_blank" data-tracking-control-name="article-ssr-frontend-pulse_little-text-block" data-tracking-will-navigate data-test-link>Read the report. </a></span> </p> </div>  <hr data-test-id="publishing-divider-block" class="my-[3.2rem] mx-auto h-[1px] border-0 bg-black-a16">  <div class="article-main__content" data-test-id="publishing-text-block"> <h2 data-test-id="pulse-publishing-h1"> <span class>Ignite the CX conversation </span> </h2> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>We want to hear from you: </span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <blockquote class="w-auto"><span class>What questions do you have about leveraging AI and machine learning to create personalized and predictive customer interactions?</span></blockquote> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Let us know in the comments.</span> </p> </div>  </div>   </article> <div class="base-card relative w-full hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link main-publisher-card"> <a class="base-card__full-link absolute top-0 right-0 bottom-0 left-0 p-0 z-[2]" href="https://www.linkedin.com/newsletters/ignite-cx-insights-7115704357446160384" data-tracking-will-navigate> <span class="sr-only"> Ignite CX Insights </span> </a> <img class="inline-block relative w-6 h-6 " 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