News : NICE Extends Its Contact Center WFO Market Share Lead
Ra'anana, Israel, Nov12, 2015 -- NICE Systems (NASDAQ: NICE) announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG's 2015 WFO Mid-Year Market Share Report, NICE holds a 38.4 and 39.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.
This report comes after NICE's launch of a new approach for workforce optimization - Adaptive WFO.
"We are proud to continue in our role as the leader in the contact center WFO market," said Miki Migdal, President of the NICE Enterprise Product Group. "NICE is committed to helping businesses deliver perfect customer experiences and Adaptive WFO is a testament to this pledge, as it engages and empowers the workforce, which is really the nucleus of successful contact center operations."
The report found that the WFO market is transitioning from being dedicated to optimizing agent performance to offering solutions for staff optimization and enterprise analytics, with newer analytically-oriented applications continuing to gain momentum.
This report analyzed 45 WFO vendors worldwide who offer a suite of products for contact centers including recording, quality assurance/quality management, 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 and at least two of the other applications.
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.
Published: Monday, November 16, 2015