News : NICE Named a Leader in Gartner's Magic Quadrant for Workforce Engagement Management
Hoboken, NJ, USA, Feb 14, 2019 -- NICE (Nasdaq: NICE) announced that Gartner Inc. has positioned NICE as a Leader in the Magic Quadrant for Workforce Engagement Management1, published February 12.
Simon Harrison, Sr. Director Analyst and Co-author of the report, said, "Engaged employees are essential to achieve customer service ambitions. A new management approach must therefore be adopted to balance operational goals with how staff feel about their day-to-day role."
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Barry Cooper, President, NICE Enterprise Group, said, "We believe that this report is a direct reflection of our differentiated vision, continued leadership and innovation in Workforce Engagement Management. It's our conviction that we deliver value to our customers through relentless innovation and that this is recognized in Gartner's report for yet another year. In our view, the NICE WEM offering uniquely improves employee engagement through a single customer service application suite that leverages Artificial Intelligence (AI), Robotic Process Automation (RPA) and capabilities such as persona-based workforce management and real-time gamification which take agent preferences and abilities into consideration. NICE remains committed to harnessing the power of AI and cloud analytics to empower smart, personalized connections in real time, enabling organizations to stay ahead of the game. We're delighted to receive this acknowledgement and see it as recognition of our innovation and execution as well as for our continued ability to deliver market differentiation and value to our customers."
The annual Gartner Inc. report offers a comprehensive look at the WEM marketplace as well as a snapshot of the vendors in it via its Magic Quadrant, which positions companies in one of the four quadrants, one of which is the Leaders quadrant. The analyst firm stipulates that "Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available."
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Monday, February 18, 2019
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