The NICE CXOne platform has broken the 1,000,000 mark regarding the number of agents and supervisors using the full solution to power their customer experience interactions. The announcement comes after a record year in 2022, with its full-year financial results last month.
That number is still increasing with recent wins in the current month, including Whakarongorau Aotearoa, the New Zealand Telehealth Services organisation and LanguageLoop in Australia, the latter adding another 3,000 users.
Barak Eilam, CEO of NICE, commented, “We are proud to report this significant milestone crossing 1 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, organisations 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.”
Other highlights from 2022 included:
- Cloud revenue of $1.3 billion and total revenue of $2.2 billion, at 13% growth
- A record win rate, leading to a record number of new customer acquisitions and partner onboardings
- 10X growth in digital interactions
- Industry-leading 32.4% Non-GAPP EBITDA margin
- $1.6 billion in cash, cash equivalents and short-term investments
- Continued global expansion growing to 19 regions, and serving over 100 countries
- Continued investment in innovation with more than 8,500 employees globally, including 2,600 R&D professionals
- The only CX cloud provider with full FedRamp certification enabling 150 leading state and government organisations and divisions
CXOne continues to demonstrate leadership
NICE continues to expand its capabilities and its solutions’ geographic reach. It is now recognised across multiple CX segments as an industry leader. Earlier this year, it launched the industry’s first AI-based conversational CX delivering an integration to ChatGPT.
- Gartner recognised it as a leader for both workforce engagement management and Contact Centre as a Service.
- G2 places CXOne as a leader in the G2 Grid for Contact Centre and a momentum leader based on customer feedback.
- CXOne was placed as a Leader in the 2023 Aragon Research Globe™ for Conversational AI in the Intelligent Contact Centre.
- CXOne won the 2023 BIG Innovation Award for Customer Experience Advancements with NICE Enlighten AI.
- The 2023 Global Banking and Finance Awards saw NICE win all the regional Digital Transformation Partner awards and NICE Actimize sweep the Excellence in Innovation – Anti-Fraud/Security Solutions awards.
Enterprise Times: What does this mean
NICE believes it is in a leadership position across all its markets for CCaaS, conversational AI, innovation, WEM, digital and customer experience solutions. The evidence for this stacks up, and with recent wins and product announcements, it is looking forward to another year of growth.
However, with the current economic turmoil, it is cautious about the outlook for 2023. It currently sees growth hitting around 8%, down 2% from the previous year on revenues of between $2,345 million to $2,365 million. It expects to remain profitable, though, estimating earnings per share in the range of $8.28 to $8.48, with a growth of around 10%. This is also less than the previous year but still significant in a year that will see some companies struggle.
Eilam commented, “We are in a winning competitive position operationally, innovatively, and financially, and this provides us significant opportunities ahead to capture a large and expanding market. These opportunities include cloud expansion in a vastly underpenetrated enterprise market, accelerating demand for a complete platform as the market standard, the rise of AI, and a favorable competitive landscape.”
Looking ahead, it will be interesting to see whether NICE makes any acquisitions. However, it has already committed to buying back $250 million in shares to strengthen its position, this may mean nothing substantial is planned.
