NICE has been recognised as a Leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS).
The accolade marks the tenth consecutive year NICE has achieved this distinction, with the company noted for its Completeness of Vision in the Leaders Quadrant. The recognition underscores NICE's position at the forefront of shaping customer service technology.
According to the Gartner Magic Quadrant report, "CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognising that premium customer experiences are achieved through premium employee experiences."
Barry Cooper, President of the CX Division at NICE, commented, "We believe being named a Leader in the Gartner Magic Quadrant for the tenth consecutive year underscores NICE's commanding role in shaping the future of customer service with its leading CX AI and through full automation. 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."
Cooper further stated, "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 organisations are looking for."
The 2024 Gartner Magic Quadrant for CCaaS has been prepared by Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, and Jason Bridge, and was published on 28 October 2024. The Gartner report is part of the company's research services and reflects the opinions of its research organisation.
