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NICE Named Leading Contact Center Workforce Optimization Vendor

Ra'anana, Israel, June 10, 2014 -- NICE Systems announces that it has been recognized as the worldwide leader in the contact center Workforce Optimization (WFO) market by DMG Consulting LLC. This is the fourth consecutive year that NICE has been positioned as the top WFO vendor, with an increase in market share. NICE has also been named the market share leader for contact center Performance Management (CCPM) with a 40.6 percent market share based on number of seats, according to the 2013 DMG Contact Center Performance Management Market Report.

In the contact center WFO segment, NICE holds a 40.8 percent market share for 2013, based on DMG's 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share Report. According to this report, NICE also holds the leadership position in the cloud-based WFO market with a 43.8 percent share of the market. The report analyzes approximately 45 WFO vendors worldwide whose offerings include four or more of the ten modules found in WFO suites, including: quality assurance, workforce management, performance management, voice of the customer/surveying, speech analytics, text analytics, desktop analytics, coaching, eLearning, and call recording.

"2013 was a good year for the WFO market, but one that indicates that this is a maturing market," said Donna Fluss, President of DMG Consulting. "DMG expects the WFO market to reinvent itself and to come on strong, even if it takes several years for this transition to occur. The WFO market often outperforms other contact center IT sectors, as well as many general IT segments, because it keeps delivering innovation."


Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com

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