NICE Continues to Expand Its Contact Center WFO Market Share Lead According to DMG Report
October 26 2016 - 6:00AM
Business Wire
NICE’s market share grows to over 41% for both
contact center Workforce Optimization and contact center voice
recording segments
NICE (Nasdaq:NICE) announced today that it has again been
acknowledged by DMG Consulting LLC as the worldwide leader in the
contact center Workforce Optimization (WFO) market. According to
DMG’s 2016 WFO Mid-Year Market Share Report, NICE holds a 41.5 and
41.1 percent market share in the contact center WFO and contact
center voice recording segments, respectively.
NICE WFO is comprised of tightly integrated solutions, enabling
organizations to improve agent productivity, identify performance
gaps, deliver targeted coaching, effectively forecast workloads,
and schedule staff. NICE’s unique Adaptive WFO approach uses
analytics-based modeling to dynamically personalize contact center
processes, such as scheduling, coaching, training, evaluations and
motivational incentives, based on the individual agent persona
level.
“We are proud of our success in further expanding our market
share, as customers have embraced our vision for employee
engagement and Adaptive WFO,” said Miki Migdal, President of the
NICE Enterprise Product Group. “We will continue to innovate and
lead the market in the area of workforce optimization as we
recognize the dynamics shaping the performance, experience and
expectations of both the workforce and consumers.”
“The contact center WFO market is at a critical juncture.
Instead of focusing on agent performance, analytics is playing an
increasingly important role throughout WFO suites, providing
insights into customer needs and wants,” said Donna Fluss,
President of DMG Consulting.
This report analyzed 42 WFO vendors worldwide who offered a
suite of contact center WFO solutions during the first half of 2016
including workforce management, contact center performance
management, speech analytics, text analytics, desktop analytics,
enterprise feedback management/surveying, eLearning, coaching,
gamification and customer journey analytics. To be considered a WFO
suite provider, a vendor must offer recording and quality
assurance/quality management and at least two of the other
applications. NICE’s WFO contact center suite offers all 12 of
these modules as well as a WFO back-office suite to help
organizations assess and enhance all aspects of the customer
service experience.
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of enterprise software solutions that empower
organizations to make smarter decisions based on advanced analytics
of structured and unstructured data. NICE helps the world’s largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Migdal, are based on
the current expectations of the management of NICE- Ltd. (the
Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) and the resulting uncertainties; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company’s Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
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NICECorporate Media ContactErik Snider, +1 877 245
7448erik.snider@nice.comorInvestorsMarty Cohen, +1 212 574
3635ir@nice.com, ETorYisca Erez +972 9 775 3798ir@nice.com, CET
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