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

        Keith Dawson's Analyst Perspectives

        << Back to Blog Index

        NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud

        We are happy to share some insights about NICE drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

        VR_VI_Contact_Center_in_the_Cloud_Logo (1) (2)Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for CCaaS platforms. The index is structured to replicate an RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology, and maintain relationships with vendors.

        In all of our Value Indexes we utilize a structured research methodology that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for analytics and business intelligence. We evaluated NICE and 13 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 analytics and business intelligence.

        Ventana_Research_Value_Index_Contact_Center_in_the_Cloud_2021_NICENICE is a well-established global provider of contact center technology. Ranking first overall, NICE was categorized as an Exemplary Vendor, and is the overall Value Index Leader within all seven evaluated categories of Customer and Product Experience.

        NICE inContact CXone is a broad-based suite that incorporates interaction handling and routing across virtually every channel. The company was early to explore advanced analytics in and beyond the contact center, and to robotic process automation. Its Capability ranking was excellent across the board, with evidence in our research that its investments are both fundamental (WFO) and cutting edge (AI and interdepartmental workflow automation). The company makes it relatively easy for buyers to understand the product, its benefits and TCO/ROI, and provides role-based user experiences.

        There is no evident gap in NICE’s offering. NICE was only second in Usability and Adaptability where it will need to continue to invest into its advancements. NICE inContact CXone is one of the most complete and effective contact center platforms available in the market today.

        This assessment was based on NICE’s analytics products available at end of March in 2021. The Spring release of CXone included several notable enhancements, including an agent guidance capability built atop NICE’s Enlighten AI platform, and APIs that enable users to add custom contact channels which present the same as native channels. NICE cites an organization’s mobile app as an example of this kind of customization. NICE also released a new CXone Expert module, a knowledge management application based on the company’s recent acquisition of MindTouch.

        When cloud contact centers first emerged a decade ago, the focus for many was on finding the lowest cost provider. Today’s CCaaS buyers should consider a broader range of criteria in their selection process, which we outline in this Value Index. A modern contact center requires a technology base that provides continuous innovation, flexibility and open integrations. This will help future-proof operations, and better connect centers to the goals of their parent organizations. With this in mind, when buyers begin the process of evaluating their CCaaS plans, they should explore the options on offer from NICE inContact.

        This research-based index is the most comprehensive assessment of contact center in the cloud 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.


        Keith Dawson


        Keith Dawson
        Director of Research, Customer Experience

        Keith Dawson leads the software research and advisory in the Customer Experience (CX) expertise at Ventana Research, now part of ISG, covering applications that facilitate engagement to optimize customer-facing processes. His coverage areas include agent management, contact center, customer experience management, field service, intelligent self-service, voice of the customer and related software to support customer experiences.


        Our Analyst Perspective Policy

        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert 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 and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to

        View Policy

        Subscribe to Email Updates

        Analyst Perspectives Archive

        See All