NICE Systems Recognized as Global Market Leader in Contact Center Workforce Management for Fifth Consecutive Year

NICE Systems (News - Alert), a 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, has been recognized as the global market leader in the contact center workforce management (WFM) market by DMG Consulting LLC for the fifth consecutive year. NICE was selected with a market share of 23.7 percent based on the number of seats, up from 22.5 percent last year.

One major trend that is driving adoption of contact center WFM applications is the strong interest and growing preference for hosted and cloud-based solutions. While cloud-based solutions do not resolve all end-user concerns about WFM applications, they mitigate the risk by limiting the cost, exposure, commitment and start-up time and cost.

 “2011 was an outstanding year for the contact center workforce management market,” said Donna Fluss, president of DMG Consulting. “End-user interest in WFM solutions is at an all-time high, coming from both first-time adopters who are finally looking to automate their labor-intensive manual processes, as well as long-time WFM users who are adding seats or replacing an existing solution that has been outgrown.

NICE IEX workforce management software enables even the most complex multi-site, multi-skill and multi-channel call centers to forecast staffing needs, schedule their representatives’ time and effectively manage change every day. It supports virtually any call center forecasting and scheduling methodology, allowing call center managers to choose the approach that works best in their environment. The system’s change management tools also help them proactively manage the day’s events and quickly respond to changing conditions to maintain a high level of customer service.

According to DMG’s 2012 Contact Center Workforce Management Market Report, NICE was ranked as the top vendor for customer satisfaction, which was evaluated on the basis of nine categories, including product, implementation, service and maintenance, training, professional services, innovation, communication, pricing and overall vendor satisfaction. NICE was the only vendor to receive a perfect rating of “completely satisfied” in any category.

“We are very pleased to once again be recognized as the leader in the workforce management market and to have widened the gap from the second-place vendor,” said Benny Einhorn, Chief Marketing Officer at NICE. “In addition to having the largest share of the market, we also achieved top vendor status in customer satisfaction. The findings in this report are a reflection of the quality of our products and our commitment to the success of our customers.”

NICE offers solutions for a variety of industries and business needs, including compliance recording, contact center operational efficiency, customer experience, revenue growth and financial crime, risk and compliance.

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