Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing

        Market Perspectives

        << Back to Blog Index

        NICE Is Rated Exemplary and a Leader in Customer Experience Management

        We are happy to share some insights about NICE drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

        In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a VR_VI_CXM_Logo (2)vendor selection process for analytics and business intelligence. We evaluated NICE and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

        NICE originated as a vendor of contact center operational software and expanded into many adjacent areas in self-service, automation (including robotic process automation or RPA), artificial intelligence (AI) and, most notably, Ventana_Research_Value_Index_CXM_2022_NICE-1advanced analytics. It was categorized as an Exemplary Vendor, ranking fourth overall in this Value Index evaluation. NICE was a Value Index Leader in Usability, where it ranked third, and in TCO/ROI, where it ranked first.

        NICE is a diverse company that offers a Contact-Center-as-a-Service (CCaaS) product which is embedded within a broad CX platform called CXone. CXone contains software for journey orchestration, digital-interaction handling and analytics, self-service and agent management. It is tied to an AI that includes purpose-built analysis solutions for specific CX problems such as increasing CSAT or managing complaints. CXone is an example of a vendor making a successful pivot to incorporate contact center technology and practices into a wider environment. NICE’s efforts to create a broader suite have focused on analytics to support specific personas.

        NICE’s rankings were consistently high across Product and Customer Experience categories. It could improve its ranking in Capability by providing more marketer-centric analytics and KPIs, specifically around website activity, attribution, lead generation and the ROI of advertising spend. Another area of improvement in Capability is managing digital assets and product information.

        This assessment was based on NICE’s customer experience management (CXM or CEM) products available in Fall of 2022. Since the close of the evaluation, NICE has added applications to CXone, including a Bot Builder and tools for improving the supervisor experience.

        NICE, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

        This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

        Ventana Research

        Ventana Research

        Ventana Research, now part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the Ventana Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.


        Our Market Perspective Policy

        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to

        View Policy

        Subscribe to Email Updates

        Posts by Topic

        see all

        Market Perspectives Archive

        See All