Workforce Management Feature Article
July 10, 2012
NICE Leads the Workforce Management Market
By Anuradha Shukla, TMCnet Contributor
DMG Consulting has recognized NICE as the global market leader in the contact center workforce management (WFM) market.
NICE’s WFM market share is 23.7 percent according to DMG's 2012 Contact Center Workforce Management Market Report. This percentage represents an increase from last year’s 22.5 percent, and places NICE in first place for the fifth consecutive year.
NICE is named the top vendor for customer satisfaction, and was evaluated on the basis of nine categories. In its report DMG notes that the company received the perfect score for implementation, training, professional services, innovation, communication, and overall satisfaction.
"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," said Benny Einhorn, chief marketing officer at NICE.
NICE specializes in providing intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. NICE offers a range of WFM solutions and help its customers increase agent productivity and enhance agent performance.
"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," said Donna Fluss, president of DMG Consulting.
NICE was in news last month when NICE Actimize was chosen to deploy a range of anti-money laundering and enterprise fraud technology solutions to support the financial crime strategy of Associated Banc-Corp.
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Edited by Amanda Ciccatelli