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News : NICE Leads the WFM Market According to Analyst Firm DMG Consulting
Ra'anana, Israel, April 6, 2015 -- NICE Systems (NASDAQ: NICE announces that it has been recognized as the contact center workforce management (WFM) market leader by DMG Consulting LLC.
In DMG's 2015 Contact Center Workforce Management Report, NICE is recognized as having the largest market share based on number of seats, with a 23.7 percent share. NICE achieved an impressive 14.8 percent increase in number of seats in 2014. In addition, NICE received the top ranking for Product Satisfaction, based on vendor average, with a score of 4.33 out of 5. This ranking is significant as the results were derived directly from DMG facilitated customer surveys.
"WFM empowers employees by enabling them to actively participate in the scheduling process, which positions them to self-manage their work/life balance. It also engages employees by giving them performance data to motivate the 'right' behaviors and results," said Donna Fluss, president of DMG Consulting. "WFM is in the process of transforming into an engagement tool that can help drive high levels of agent productivity, satisfaction, and retention, while improving quality and reducing the cost of service."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
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.
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: Wednesday, April 8, 2015