NICE (Nasdaq: NICE) today announced that it has been named the overall Exemplary Vendor in the 2022 Value Index for Agent Management report by Ventana Research. NICE ranks highest from among 18 vendors assessed and was named a Value Index Leader across all seven categories evaluated in the report. For a complimentary copy of the report, please click here.
Keith Dawson, Vice President and Research Director for Customer Experience at Ventana Research, said, “Choosing the right agent management technology has a major impact on businesses, lowering the total cost of ownership, increasing the return on investment and boosting an organization’s ability to reach its performance potential. NICE has demonstrated leadership across all categories under product and customer experience through CXone and is well deserving of the top rank it has received.”
“Our analysis of agent management tools found that many vendors are focusing on helping organizations cope with the lasting disruption from the pandemic,” continued Keith Dawson. “Technology has evolved far beyond old school workforce optimization. For vendors, expanding the scope of their portfolios into areas like knowledge management and real time agent guidance (for example) is a way to differentiate and add value to their customers.”