#contactcenterworld, @NICELtd, @Frost_Sullivan
San Antonio, TX, USA, June, 2022 -- Recently, Frost & Sullivan assessed the India workforce management software industry and, based on its analysis, recognizes NICE with the 2022 India Product Leadership Award. NICE is a worldwide provider in AI-powered self-service and agent-assisted CX software for the contact center and beyond. It incorporates artificial intelligence (AI) capabilities into its solutions, enabling customers to automate workforce scheduling processes and increase agent productivity.
Strong workforce management solutions are increasingly important to maximizing agent flexibility, delivering quality customer experiences, reducing operational costs, and enhancing customer loyalty. NICE's machine learning and AI-enabled automated forecasting capabilities meet the industry's needs, enabling organizations to create efficient schedules that better utilize agent availability.
According to Nithin Ramesh, senior consulting analyst for Frost & Sullivan, "NICE integrates high reliability and quality in its products, from developing robust, user-friendly solutions to working closely with clients and partners to guide its product roadmap and enhance and add advanced features. With the company's ongoing innovation and sustained leadership, its positioning, design, reliability, and quality remain impressive."
"NICE understands the market needs and delivers a solid solution designed and embedded with high-quality and reliable performance, making it a workforce management software product leader. The company's solutions enable automated and efficient scheduling processes with best-practice implementation," said Ramesh.
"Our WFM suite was designed to provide a high degree of ability to forecast agent demand for the business and agility for the agent. The ability to forecast demand ensures that the right number of agents are scheduled to provide exceptional service to customers and agility for maximum agent work/life balance," said Darren Rushworth, President, NICE International. "We are pleased to be recognized by Frost & Sullivan as the leader in providing WFM solutions that meet the needs of the Indian market, and we see a great opportunity for growth in that region as more and more organizations seek the dynamic and responsive cloud environment for its WFM activities."
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid market acceptance. The award recognizes the quality of the solution and the customer value enhancements it enables.
Posted by Veronica Silva Cusi, news correspondent
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.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Monday, June 6, 2022
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