#contactcenterworld, @NICELtd, @DMGConsultLLC
Hoboken, NJ, USA, Aug 6, 2024 - NICE (Nasdaq: NICE) announced it has been named the overall market share leader based on number of seats for workforce management in DMG Consulting LLC’s 2024 Workforce Management for the Enterprise in the Digital Era report. According to the report, NICE continues to lead market share for the tenth year in a row.
NICE’s suite of workforce engagement management (WEM) solutions, which includes NICE WFM, enables organizations to manage their CX workforce in the digital era.
Donna Fluss, President, DMG Consulting LLC, said, "The pace of innovation in the WFM market during the past five years has been rapid, and much more is on the way. Artificial intelligence, the cloud, digital channels, and adoption outside of contact centers are driving reinvention and growth of the WFM market. Enabled by the processing power of the cloud, today’s next-gen WFM solutions make real-time suggestions and changes in forecasts and schedules, reducing administrative and staffing costs while improving the customer experience and enhancing employee engagement."
Barry Cooper, President, CX Division, NICE, said, "As the needs of CX organizations have evolved dramatically, digital advancements have posed a profound challenge to traditional WFM methods. NICE WFM rises to this challenge with Enlighten AI and TTI, enabling organizations to meet digital staffing demands, including asynchronous ones. With NICE WFM, companies can efficiently handle both front and back-office operations, creating a seamlessly integrated, blended work environment and empowering employees with flexibility and control over their schedules."
#contactcenterworld, @NICELtd, @DMGConsultLLC
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
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: Thursday, August 8, 2024
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