NICE has announced that its CXone platform is now available on Microsoft Azure, joining the likes of Oracle and Avaya in the burgeoning cloud CX market.
The launch will allow companies to access CXone’s AI-powered platform, which helped it nab a leader accolade in Gartner’s Magic Quadrant for CCaaS 2021.
NICE also announced it received Top Tier status, Microsoft’s highest level partner designation, for Azure IP Co-sell. This allows the company to access a vast market of Microsoft-managed customers through co-selling partnerships with Microsoft sales teams.
Announcing the partnership, Paul Jarman, CEO of NICE CXone, said:
Consumers today expect fast, convenient digital and self-service options. Through the expanded partnership with Microsoft and with CXone now available on Azure, and with our co-sell partnership, we are taking another step in the frictionless revolution allowing organisations to meet their customers wherever they choose to start their journey and create a cohesive digital experience.
By harnessing NICE CXone, companies can tap into a suite of voice and digital solutions backed with industry-leading AI capabilities, as recognized by Gartner,.
Azure users can access these capabilities together with integrations to Microsoft Teams, Dynamics 365, and Nuance conversational AI.
NICE last month updated CXone, its flagship customer service platform, improving its journey orchestration capabilities and streamlining CCaaS integrations, among other new features.
Moreover, the vendor’s CX offerings seem to be resonating well with customers, with CXone seeing a surge of 300% in bookings year on year in Q1. The company jumped into the cloud CX trend early with its $940 million acquisition of inContact in 2016.
For Microsoft, this announcement comes after the recent launch of its Digital Contact Center Platform.
At the current time, this CCaaS platform lacks the full feature set – especially when compared with NICE CX One.
As such, this partnership will deliver more capabilities to Microsoft CCaaS users, including mission-critical quality assurance and workforce management tools.
