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News : NICE Remains No. 1 Contact Center Workforce Optimization Vendor as it Expands its Market Share

#contactcenterworld, @NICELtd, @threeboxinc

Hoboken, NJ, USA, Oct 31, 2017 -- NICE (Nasdaq:NICE) announced that it has been recognized by DMG Consulting LLC, a research and consulting firm, as a clear contact center Workforce Optimization (WFO) market share leader. The DMG mid-year market share report further highlighted NICE's leadership, including holding nearly half the total contact center recording market share.

DMG's 2017 Workforce Optimization (WFO) Mid-Year Market Share Report stated that NICE has expanded its total market share over the same period last year by more than four percentage points, based on total GAAP revenue, and remains the overall market leader. The 



According to the report, "It's been a tough couple of years for the WFO market." DMG notes the "market is in transition," including a move to WFO platforms and cloud-based solutions. However, enterprises "need the functional capabilities sold by WFO vendors now more than ever before. These needs are going to grow; the question is from whom the solutions are going to be purchased." Noting that the number of WFO solution providers is shrinking, the report also highlights "that there are 6 vendors who are influential in the WFO market, which is dominated by the two market leaders" (representing nearly 73 percent of total GAAP revenue).

Miki Migdal, President of the NICE Enterprise Product group, commented: "NICE's leadership in the WFO market reflects the confidence that a wide array of customers have in our ability to optimize the workforce through innovation, strengthening of capabilities, and development of new technologies. Our Adaptive WFO offering uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations and motivational incentives, based on an individual agent personas. With the recent acquisition of Workflex, we are further expanding this adaptive concept with intelligent automation technology to deliver the industry's only cloud workforce engagement solution. Our customers are now able to double the impact of any workforce management solution, which creates a win-win situation for employees and the organization."

#contactcenterworld, @NICELtd, @threeboxinc

Posted by Veronica Silva Cusi, news correspondent
Source: Nice


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.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Wednesday, November 1, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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