Nice Tops Contact Center Agent Management Ranks, Avaya, Cisco Make the List

Nice just landed in the top spot for in a ranking of providers for products and customer experience.

Ventana Research has released its  Agent Management Value Index 2022 Vendor and Product Assessment. It examines how well vendors’ offerings address buyers’ requirements for agent management software. Ventana ranked Nice as its No.1 performer, coming in first place in all seven categories. Verint and Avaya took second and third places, respectively.

Ventana evaluated the software in categories that are weighted to reflect buyer’s needs. Five are product-experience related: usability, manageability, reliability, capability and adaptability. Additionally, the research team looked at two customer-experience categories. These were vendor validation, and total cost of ownership/return on investment (TCO/ROI).

The 2022 Value Index for Agent Management identifies the vendors that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience.

Agent management is critical for two reasons, Ventana Research said. Agents represent the single largest ongoing cost for contact centers and agent performance directly affects customer satisfaction.

Out of 18 assessed companies for agent management, Cisco ranked 8^th, 8×8 ranked 12^th and RingCentral ranked 13^th overall. The bottom three performers were Mitel, Lifesize and Enghouse Interactive.

Ventana Research’s Value Index is the result of decades of experience and more than19 years of research and knowledge of the market for customer experience software.