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News : NICE Continues to Expand its Contact Center WFO Market Share Lead
Paramus, NJ, USA, Oct 26, 2016 -- NICE (Nasdaq:NICE) announced that it has been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG’s 2016 WFO Mid-Year Market Share Report, NICE holds a 41.5 and 41.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.
"We are proud of our success in further expanding our market share, as customers have embraced our vision for employee engagement and Adaptive WFO," said Miki Migdal, President of the NICE Enterprise Product Group. "We will continue to innovate and lead the market in the area of workforce optimization as we recognize the dynamics shaping the performance, experience and expectations of both the workforce and consumers."
"The contact center WFO market is at a critical juncture. Instead of focusing on agent performance, analytics is playing an increasingly important role throughout WFO suites, providing insights into customer needs and wants," said Donna Fluss, President of DMG Consulting.
This report analyzed 42 WFO vendors worldwide who offered a suite of contact center WFO solutions during the first half of 2016 including workforce management, contact center performance management, speech analytics, text analytics, desktop analytics, enterprise feedback management/surveying, eLearning, coaching, gamification and customer journey analytics. To be considered a WFO suite provider, a vendor must offer recording and quality assurance/quality management and at least two of the other applications. NICE’s WFO contact center suite offers all 12 of these modules as well as a WFO back-office suite to help organizations assess and enhance all aspects of the customer service experience.
#contactcenterworld, @NICELtd, @DMGConsultLLC
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.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Thursday, October 27, 2016
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