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.
GO FOR GOLD AND REPRESENT YOUR NATION!
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
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
Today's Tip of the Day - Buy Today But Plan For Tomorrow
More Editorial From NICE Systems
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
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected custom...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...