In Forrester’s inaugural Waves for Customer Journey Visioning and Orchestration, the analyst group positioned NICE among the most significant vendors in the market. NICE’s current offering received among the top scores for journey design and planning, as well as services, client experience and usability. The company had the highest score possible in parts of the strategy evaluation: in the planned enhancements, partner ecosystem, and pricing model criteria.
“The [NICE] platform lets users slice and dice journey data to visualize moments of truth, pain points, and KPI changes. It also lets users observe multiple journeys for a single customer. The platform is unique in connecting journeys to agent performance (using speech and text analytics) and employee metrics,” noted the Forrester Research reports. NICE Customer Journey Solutions were also cited for their ability to “support enterprise wide journey analytics programs.
NICE is proud to be recognized as a leader in this inaugural research and invites you to download your complimentary report today!
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