News : NICE Continues to Lead WFO Market According to Analyst Firm
Hoboken, NJ, USA, Jan 5, 2017 -- NICE (Nasdaq:NICE) continues to build upon its positive momentum and expand its leadership in the Contact Center Workforce Optimization (WFO) market, according to the DMG Consulting LLC’s 2016/2017 Workforce Optimization Product and Market Report.
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Donna Fluss, President, DMG Consulting
"Key trends over the past two years are challenging the status quo in everything contact centers do, from how staff is recruited and scheduled to how they are rewarded and compensated. Enterprises are investing significant amounts of time and money into their service organizations, and they expect to see a payback. Although productivity and cost savings are clearly important to executives, they now appreciate that delivering great service is a top priority and the responsibility of everyone in the company."
Miki Migdal, President, NICE Enterprise Group
"This report mirrors the momentum that we have been experiencing in the market. Adaptive WFO, our innovative approach to employee engagement, has garnered significant interest amongst customers and prospects. These organizations recognize that to achieve true efficiency and deliver outstanding customer service, they must incorporate advanced analytics and smart routing, which NICE provides to companies of all sizes and all verticals. In addition, these companies are either exploring or have begun a move to the cloud. NICE has proven to be the partner of choice with solutions which enable them to do so in an efficient and effective manner."
#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: Monday, January 9, 2017
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