Hoboken, NJ, USA, Aug, 2019 -- NICE (Nasdaq: NICE) announced that it has been recognized by DMG Consulting LLC, an independent research and consulting firm, as the market share leader for 2018 in the Workforce Optimization (WFO) market, based on total company GAAP revenue.
"Being named the market share leader in the Workforce Optimization sector is a nod to the cutting edge innovation NICE continues to focus on," said Barry Cooper, President, NICE Enterprise Group. "With our large portfolio of solutions, our customers know that NICE can provide them with the most complete solution, allowing them to serve their customers and employees at the highest level. We are proud to continue to lead the WFO market with our customizable and adaptable solutions."
"Contact centers large and small are navigating ever-changing business conditions, complying with increasingly challenging regulatory requirements, managing a new generation of employees, and looking for tools and partners to help them traverse a sometimes bumpy and increasingly fast-moving highway," Donna Fluss, President, DMG Consulting said. "This is the customer journey WFO vendors are focusing on - assisting their customers with their digital transformations."
The 2019 Contact Center Workforce Optimization (WFO) Market Share Report is DMG Consulting LLC’s 16th annual report on this sector. This report analyzes revenue and market share for the approximately 39 worldwide WFO suite vendors in 2018. Contact center WFO solutions can be comprised of as many as 13 different modules: recording, quality management/quality assurance, contact center performance management, surveying/voice of the customer, workforce management, speech analytics, text analytics, desktop analytics, gamification, coaching/eLearning, customer journey analytics, robotic process automation, and new to the 2019 edition of this report, knowledge management.
Posted by Veronica Silva Cusi, news correspondent
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, August 5, 2019
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.