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Gartner defines the anti-money-laundering (AML) solutions market as the IT systems used to comply with the set of regulations, policies, and procedures designed to detect, prevent, and report those financial crimes that are associated with money laundering. Money laundering is the process used by criminals and criminal organizations to disguise illicitly obtained funds as legitimate revenue through the use of payments and funds transfers that exploit “money mules” and shell/holding companies. AML tools aim to prevent bad actors gaining benefits from their illegal activities and to combat crimes such as drug trafficking, tax evasion and human slavery.

• Nice Actimize
  3.8

  5 Reviews

Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding

• NICE Engage Platform
  4.2

  38 Reviews
• NICE Quality Management
  4.3

  17 Reviews
• 3 more products

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.

• CXone Mpower
  4.6

  523 Reviews

Customer Relationship Management (CRM) refers to products and services that enable organizations to manage, analyze, and enhance customer interactions. This category includes markets that support functions such as customer engagement, service delivery, experience personalization, and operational efficiency - aimed at improving customer satisfaction, loyalty, and business outcomes.

• NICE Customer Engagement Solutions
  4.4

  11 Reviews
• NICE Performance Management
  5.0

  6 Reviews
• 1 more product

Gartner defines a customer service knowledge management system as a collection of technologies that enable the timely provision of accurate, contextually relevant, personalized information to an organization’s customers and customer service and support employees. The purpose of a customer service knowledge management system (CS-KMS) is to serve as a single trustworthy source of information that ensures uniform and accurate knowledge is made available to users. Organizations use these systems to improve customer service, provide timely and accurate information to customers seeking self-service support, and support internal customer service agents. CS-KMS platforms or tools are used to replace traditional knowledge bases; manage content; and power conversational AI, chatbots and AI agents. They address business problems such as inconsistent service levels and information across channels, difficulty for users or agents to find needed information, and the manual burden of keeping knowledge content updated and complete. CS-KMS platforms or tools help organizations achieve several positive outcomes. They can enhance service consistency and improve client interactions, as well as improve operational efficiency. By providing easily accessible and consistent information, these systems aim to improve quality and consistency of search results, support the efficient onboarding of new employees, and generally lead to a better customer experience (CX). AI-powered CS-KMS features enable automation, like generating knowledge articles from call interactions, and allow for more advanced applications such as retrieval-augmented generation (RAG) to deliver context-specific answers from proprietary data.

• CXone Mpower
  4.5

  2 Reviews

Gartner defines the OFD market as the market for solutions that detect and prevent fraudulent actions within digital channels (browsers and mobile apps). OFD solutions provide a spectrum of capabilities within digital channels to prevent direct and indirect financial losses and to mitigate risks. Their core capabilities: Mitigate the activity of malicious automated bots; Detect account takeover (ATO) attacks and trigger remedial actions; Detect fraudulent activity in high-risk events along the digital customer journey, such as when customers make payments, transfer funds, perform account management actions or access personally identifiable information (PII).

• Guardian Analytics
  4.3

  5 Reviews

Gartner defines robotic process automation (RPA) as software that automates tasks within business and IT processes using software scripts that emulate human interaction with the application UI. RPA enables a manual task to be recorded or programmed into a software script, which users can develop through programming or by using the RPA platform’s low-code and no-code GUIs. This script can then be deployed and executed into different runtimes. The runtime executable of the deployed script is referred to as a bot or robot.

• NICE Robotic Automation
  4.3

  52 Reviews

Sales refers to products and services that support the end-to-end process of identifying prospects, understanding their needs, and converting opportunities into revenue. This category includes markets that focus on enabling organizations to drive business growth for lead generation, pipeline management, negotiation, and deal closure.

• NICE Sales Performance Analytics
  4.0

  1 Review

Gartner defines sales performance management (SPM) as a suite of applications that enable the implementation and administration of commission-based incentive plans for sellers and other revenue producers, with variable short-term incentives. Vendors typically offer seat-based platform access for sales operations leaders, frontline sales leaders, territory managers and finance roles. Clients may integrate SPM applications with their customer relationship management toolset for workflow and data connectivity, and for opportunity estimation to drive seller behavior.

• NICE Sales Performance Management
  4.4

  64 Reviews

Gartner defines a voice of the customer (VoC) platform as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience. Sources of feedback extend beyond direct surveying to include other, more indirect and inferred sources. VoC platforms enable leaders responsible for functions such as customer service, marketing, or sales to better manage the customer experience (CX) through a deep understanding of customer needs, motivations, goals and behaviors. The resulting insights trigger recommendations and actions across the enterprise.

• NICE Satmetrix
  4.8

  41 Reviews