Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

News : NICE Named Market Share Leader in Contact Center Workforce Optimization by DMG Consulting

#contactcenterworld, @NICELtd, @DMGConsultLLC

Hoboken, NJ, USA, July, 2020 -- NICE (Nasdaq: NICE) announced that it has once again been named market share leader in contact center workforce optimization (WFO) by DMG Consulting LLC for 2019. NICE demonstrated a 37.3 percent share in contact center WFO, reflecting 7.7 percent year-over-year growth. An independent research and consulting firm, DMG also acknowledged NICE's leadership position in several other categories including contact center recording revenue, direct and indirect sales in WFO, non-contact center recording, North America market share, service revenues, WFO and recording solutions and more.

In DMG's report entitled "Contact Center Workforce Optimization Market Share Report", NICE retained its leadership in the cloud hosted SaaS solutions domain with 38.6 percent market share, an increase of 6.1 percent over the previous year and 16.1 percentage points more than the nearest competitor. NICE was also recognized as the market share leader based on total company GAAP revenue with a 41 percent share of the market for 2019, signifying a 9 percent growth year-over-year.

In another segment, the analyst firm’s report noted NICE’s leadership in sales of voice recording solutions with a 48.7 percent market share, a sizeable increase from 28.3 percent in the previous year and led the closest competitor by 35.1 percentage points. NICE is also the leader in WFO and recording with 37.3 percent market share, demonstrating growth of 6 percent in 2019 over the previous year.

Donna Fluss, President, DMG Consulting said, "2019 was a strong year for contact center investments. Historically, WFO solutions have performed well both in good and challenging economic times. In recent months, many contact centers demonstrated their agility by rapidly enabling employees to work from home. We hope that contact center executives will make the necessary changes to their customer service operations to enable them to cost-effectively deliver an outstanding customer experience."

Barry Cooper, President, NICE Enterprise Group, said, "Customers are increasingly looking for technology solutions that help their business meet their CX agility needs. DMG’s analysis once again reflects the increased customer adoption of NICE’s innovative, flexible and agile WFO solutions. We believe this report testifies to NICE's role in ensuring continued customer experience excellence no matter which environment businesses operate in. We're pleased to have been named the contact center WFO market share leader by DMG."

#contactcenterworld, @NICELtd, @DMGConsultLLC

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE Systems:
Company LogoNICE (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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About DMG Consulting LLC:
Company LogoDMG 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.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

Read today's tip or listen to it on podcast.

Published: Monday, July 6, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10414 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =