NICE has reached the milestone of one million agents and supervisors on CXone.
The announcement comes just one week after Gartner named CXone one of three customers’ choice CCaaS platforms in its latest market study.
Moreover, NICE integrated Open AI’s generative modeling infrastructure into the CXone Expert Solution in January. The move aims to enhance self-service CX with human-like conversational experiences to assist a buyer’s journey.
Barak Eilam, CEO of NICE, said:
We are proud to report this significant milestone crossing one million agents using CXone, while continuing to deliver strong results, maintaining our market-leading position.
“Our profitable growth momentum allows us to continuously invest and drive innovation for our customers.
“Today, organizations are more than ever looking to partner with an experienced, viable vendor that can take them to the next generation of CX, and we are proud to be able to do that with CXone.”
To help improve customer experiences, CXone incorporates AI, a fully integrated set of applications, digital-first end-to-end journeys, and a cloud-native platform.
NICE advertises its ability to outperform other call center platforms, which may suffer from disjointed call forecasting, an expensive and inefficient digital approach, siloed automation and AI technology, inaccurate self-service, and limited channels.
Conversely, NICE claims that its ‘next-gen’ cloud CX platform, CXone, offers a complete CX platform, digital fluency, AI that is applicable to the entire application, smart self-service and AI outreach, and personalized customer journeys across multiple channels.
2022 Financial Results
The news of this milestone follows shortly after the release of NICE’s full-year 2022 financial results.
NICE’s total revenue for FY 2022 was $56.8 million, a 10 percent increase from the previous year. Its headline gain was in cloud revenue, which increased by 26 percent to reach $358.9 million.
The Non-GAAP total revenue was $2.18 billion, and the Non-GAAP cloud revenue was approximately $1.3 billion, equating to a 13 percent and 27 percent increase, respectively.
Eilam spoke about the four opportunities now available to the company: “NICE is by far in the best competitive position in our industry, operationally, innovatively, and financially, providing us significant opportunities ahead to capture a large and expanding market.
“These opportunities fall into four categories as we see today: cloud expansion in a vastly under-penetrated enterprise market, accelerating demand for the complete platform as the market standard, the rise of AI, and the financial distress of our competitors.
A number of major deals brokered by NICE helped the company to cross the $2BN line. Eilam believes that all of them demonstrate these opportunities available to NICE.
One of the biggest banks in Latin America, for example, implemented CXone in an “eight-digit deal”, replacing their on-premise systems from three separate vendors.
A further “eight-digit deal” was signed with a major Canadian insurance company, also helping the customer to upgrade its legacy hardware to a full cloud setup.
The final “eight-digit deal” mentioned in NICE’s Q4 2022 earnings call was with a U.S.-based mobile phone company, which selected NICE for its “market leadership” and “financial stability”.
There was also a “multitude” of “seven-digit deals”, including a large insurance company, one of the biggest U.S. mortgage providers, a prominent online bank, a UK-based energy company, and more.
Looking ahead, NICE is expecting the full year 2023 non-GAAP total revenues to be around $2.35 billion with an eight percent growth following 2022.