NICE Recognized as Leader for Workforce Optimization Systems in DMG Consulting Report

DMG Consulting LLC is an industry analyst/consulting firm specializing in customer-focused business strategy, operations and technology services, which recognizes companies that excel in various fields.

And, workforce optimization provider, NICE Systems (News - Alert) has been recognized  as a worldwide leader in workforce management with an estimated 23.7 percent percent market share, in the new "2010 Contact Center Workforce Management" Market Report.

DMG Consulting estimates indicate that NICE has achieved perfect scores in professional service, service and support pricing, and overall vendor satisfaction. This has come to light in DMG's contact center workforce management customer satisfaction study.

NICE has a number of firsts to its credits. It ranks first in Market Share and also in the number of customers, implementations and sites, and has achieved perfect scores in three customer satisfaction categories.

A leading global provider of advanced solutions, NICE has enabled enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business, enhance performance,  reduce risk and ensure safety,

According to DMG Consulting President, Donna Fluss, although the economy was on the road to recovery, operating areas and contact centers were being pressurized to increase productivity and reduce operating expenses while contributing to top enterprise goals. The need to provide outstanding customer experience and retain customers was also pressing.

In order to ensure that contact leaders improve productivity while enhancing the customer experience, Workforce management tools must perform optimally.  Workforce Management solutions had performed very well in 2009 and this trend was expected to continue into 2010, as companies recovered from the effects of recession.

What set NICE apart, was its IEX (News - Alert) Workforce Management, an integrated component of NICE's Workforce Optimization solution suite. This offered a multi-site capability that could operate either on one centralized server for all sites or on multiple servers. Its ability to adhere to real-time was exceptional.

"We are pleased to be recognized as the workforce management market leader," said Debbie May, President of the NICE IEX Workforce Management Group.

May went on to add that being a leader served to emphasize the fact that the company used its vision to help contact centers optimize customer dynamics, by optimizing performance of the workforce. This can be done through accurate forecasting and effective scheduling on one hand and by effectively managing multiple agent skills, in complex multi-site, multi-channel environments on the other.

The report is based on full-year 2009 market performance and covers 11 vendors.

NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business.

In a related news release, NICE Systems announced that Blizzard Entertainment, Inc., a premier developer and publisher of entertainment software , will be deploying the full NICE SmartCenter suite for deployment in its customer service centers in the US, France, Ireland, and South Korea.