CORONAVIRUS (COVID 19) - FORCING YOU TO WORK FROM HOME?!
Watch our Video with some tips (view here)
News : NICE Remains No. 1 Contact Center Workforce Optimization Vendor as it Expands its Market Share
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
Today's Tip of the Day - Feasibility Of An IP Contact Center
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: Wednesday, November 1, 2017
2020 Buyers Guide Training
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
Upcoming EventsSubmit Event