NICE Systems Strengths, Domain Expertise, and Key Differentiators
NICE is dedicated to eliminating friction between companies and consumers, fostering exceptional experiences to build brand loyalty and forge unbreakable connections. Through CXone, the leading global cloud CX platform, NICE empowers organizations to meet the expectations of today's consumers and employees. Their approach centers on delivering effortless, consistent, and personalized digital-first experiences, marked by innovation and a comprehensive end-to-end CX strategy. This strategy includes digital entry points, journey orchestration, smart self-service, skilled agents, and a complete performance suite—all seamlessly integrated with purpose-built CX Analytics, AI, and domain expertise.
NICE Systems Recent Developments
In a bold move that marks a paradigm shift in the landscape of artificial intelligence (AI) accessibility, NICE has launched the ElevateAI "1K Every Day" initiative on July 25, 2023. This groundbreaking initiative extends on-demand AI services to organizations, with a particular focus on democratizing AI usage. The standout feature ElevateAI offers up to 1,000 interactions of transcription services and CX AI per day, free of charge. This move eliminates initial upfront costs, making AI adoption feasible and beneficial for organizations of all sizes.
NICE's commitment to revolutionizing the Customer Service environment was further underscored on June 6, 2023, with the introduction of three innovative solutions as part of the Enlighten suite. These solutions—Enlighten Copilot, Enlighten Autopilot, and Enlighten Actions—represent a quantum leap in the application of Generative AI technology and the utilization of CXone's CX data.
On January 26, 2023, NICE elevated the game by integrating CXone Expert with OpenAI's generative modeling. This integration enhances the customer service Knowledge Management solution, creating human-like conversational experiences without the need for agent involvement. The amalgamation of CXone Expert's capabilities with ChatGPT technology aims to usher in an era of CX where consumers are immediately directed to the right answers, significantly enhancing self-service experiences.
NICE Systems Mergers and acquisitions (M&A) Activities
On October 4, 2023, NICE announced its acquisition of LiveVox, marking a transformative shift in how organizations approach proactive outreach through the integration of Conversational AI at scale. This strategic move combines NICE's renowned CXone platform, known for its digital engagement capabilities and industry-specific AI solution, Enlighten, with LiveVox's widely adopted proactive outreach portfolio. The synergy of NICE and LiveVox brings forth a singular, unified platform that seamlessly incorporates conversational AI across diverse engagements, covering all interaction types – voice and digital, attended and unattended, inbound and outbound. This collaboration empowers organizations to expedite their CX operations into the digital era, leveraging intelligent conversational AI at scale.
In August 2021, NICE completed the acquisition of GoMoxie, a pioneer in advanced digital assistance tools designed to predict customer needs and guide them through their online journey with relevant information snippets. This strategic addition enhances NICE's digital customer experience (CX) initiative, extending beyond contact centers to encompass intelligent conversational self-service. This expansion enables organizations to engage customers on their preferred digital channels, comprehend their digital requirements, provide pertinent branded content, initiate proactive outreach through conversational AI, and seamlessly guide them through an omnichannel service journey.
In July 2021, NICE acquired ContactEngine's conversational AI technology to bolster customer self-service and live agent interactions across various digital channels.
Recognizing the imperative for financial services organizations to stay ahead of financial crime, NICE Actimize, in June 2020, acquired Guardian Analytics, a prominent AI cloud-based financial crime risk management solution provider. Guardian Analytics' real-time behavioral analytics and machine learning solutions, powered by the cloud, offer simplicity in deployment and ongoing operations, optimizing operational resource efficiency. The integration of NICE Actimize and Guardian Analytics' fraud and anti-money laundering capabilities provides firms of all sizes with innovative solutions to safeguard their assets and customers, accelerating the adoption of industry-leading protective measures.
NICE Systems Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying NICE Systems applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of NICE Systems and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight customers.
NICE Systems Overview
Ownership: - NICE:NasdaqGS
Number of Employees: 7926
Functional Market: Absence and Leave Management, Workforce Analytics, Fatigue Management, Scheduling, Task Management, Time and Attendance,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
NICE Systems Key Cloud and HCM Applications
Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight
NICE Systems HCM and Cloud HCM Applications Revenues, $M:
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* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
NICE Systems Revenue Breakdown by Type:
NICE Systems HCM Applications Revenues By Sub-Functional Markets, $M:
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NICE Systems HCM Applications Revenues By Verticals, $M:
NICE Systems Total and HCM Applications Revenues by Region:
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NICE Systems Direct vs Indirect sales
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NICE Systems Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified NICE Systems Customers
No. of NICE Systems Customers: 25000
No. of NICE Systems HCM Applications Customers: x
No. of NICE Systems Cloud HCM Customers: x
No. of NICE Systems Cloud HCM Subscribers: x
NICE has established partnerships with over 25,000 organizations across 150 countries, including more than 85 Fortune 100 companies. Recent customer additions include Oodle, Limango, Club Med, Webb County District Attorney’s Office, Hastings Direct, Mazda, Alaska Department of Law, Ottawa Police Service, Douglas County District Attorney’s Office, Allegheny County District Attorney’s Office, ASTRID, Cook County State’s Attorney’s Office, Durham’s Emergency Communications Center, ABN AMRO, and many more. Notable existing customers encompass Western Union, Air China, Sky, Norwegian Cruise Line, Virgin Money, Bank of Tokyo, Citi, HSBC, MasterCard, Teleperformance, Orange, and others.
NICE Systems Market Opportunities, M&A and Geo Expansions
In a strategic move to empower businesses in the Asia Pacific region, NICE launched CXone in Singapore on March 22, 2022. CXone is designed to eliminate friction and deliver highly customized, connected, and digital-first customer service. With a dedicated local infrastructure team, CXone is set to accelerate organizations of all sizes and across various verticals in their digital and cloud transformation. This launch aligns with Singapore Digital, the country's initiative to embrace digital innovation on a national scale. As businesses globally adopt a hybrid mode of operation, coupled with evolving customer expectations, the transition to cloud-based contact centers is becoming increasingly vital. The cloud-native CXone platform addresses this need by providing a holistic approach to enhancing both agent and customer experiences.
Among the solutions offered in Singapore is CXi (Customer Experience Interactions), a new framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to intelligently engage customers at various touchpoints, leveraging AI and data-driven self-service. It ensures a frictionless end-to-end service experience, combining digital entry points, journey orchestration, smart self-service, prepared agents, and performance improvement—all embedded with purpose-built CX AI.
NICE Systems Risks and Challenges
Nice operates in markets where technological shifts and the introduction of new products are constant. This dynamism poses challenges such as potential price pressures and the risk of product obsolescence. The consistent demand for state-of-the-art technology further intensifies competition, as rivals may introduce enhanced products that impact the competitive standing of the company's offerings.
As part of its growth strategy, the company has undertaken several acquisitions in recent years, with plans for continued activity in this realm. While acquisitions present opportunities for market expansion and technological evolution, they also pose challenges. Integrating acquired businesses may lead to unforeseen difficulties and require substantial investments. Moreover, managing the intricacies of acquisitions may divert management attention from ongoing business development, potentially impacting customer relations and exposing the company to unanticipated liabilities.
NICE Systems Ecosystem, Partners, Resellers and SI
Nice engages in direct sales to customers while also leveraging a network of carefully selected partners. NICE's sales channels encompass a variety of partners, each playing a unique role in the distribution and support of its solutions. The network includes service providers, system integrators, consulting firms, distributors, value-added resellers, and complementary technology vendors. This diversified approach ensures a comprehensive coverage of the market, catering to the specific needs and preferences of a broad range of customers.
On January 30, 2022, NICE and Cognizant launched a global strategic partnership to accelerate customer experience transformation, utilizing Cognizant's consulting expertise and NICE CXone's integrated cloud platform. This collaboration aims to drive adoption of advanced CX solutions. Similarly, on August 17, 2022, NICE expanded its partnership with Microsoft, achieving Top Tier status for delivering CXone on Azure, enhancing digital customer experiences. Additionally, NICE optimized CXone for Chrome OS in collaboration with Google, offering efficient work-from-anywhere capabilities for extraordinary agent and customer experiences.
NICE Systems Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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