Workforce Optimization Featured Article
NICE Placed in Gartner Leaders Quadrant for Excellence in Workforce Optimization
By Rachel Ramsey, TMCnet Web Editor
Contact centers are continually challenged to do more with less, keep labor costs in check and improve efficiency across all levels of operations. NICE Systems’ (News - Alert) Workforce Optimization Suite enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.
NICE Systems has been positioned by Gartner (News - Alert), Inc. in the Leaders Quadrant of the November 2012 “Magic Quadrant for Contact Center Workforce Optimization” (WFO) report, based on completeness of vision and ability to execute.
The company has also been ranked as the contact center workforce optimization market leader by DMG Consulting. According to its November 2012, “Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report,” NICE holds 41 percent of the contact center WFO market.
“Workforce optimization solutions sell well in both challenging and good economic times because they deliver quantifiable benefits to organizations,” said Donna Fluss, president, DMG Consulting LLC, in a statement. “These vendors are responsive to their customers and the needs of the market and continue to deliver new capabilities to improve the value of their solutions. During the next few years, DMG expects to see WFO vendors make investments in multichannel analytics and real-time solutions for speech analytics and agent guidance.”
NICE’s positioning in Gartner’s Leaders Quadrant demonstrates that it “provides functionally broad and deep WFO solutions that can be deployed and supported globally. [Its] software is suitable for enterprises of all sizes and complexities, and has broad industry coverage. Revenue is strong, and new references are readily available.”
With the proliferation of smart devices and social networks, today’s consumers are far more knowledgeable, connected and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding “now” service. NICE understands this, and offers solutions to capture the opportunity in every customer interaction. NICE’s workforce optimization solutions impact customer interactions across all communication channels and touch points, including the contact center, retail branch and back office.
The company delivers integrated solutions for compliance and risk, workforce optimization, operational efficiency, voice of the customer, sales and retention and back office workforce optimization.
NICE Workforce Optimization is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching and effectively forecast workloads and schedule staff. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations.
NICE also offers mobile workforce optimization, empowering employees, managers and executives with the flexibility and freedom to use mobile devices and connected technologies to relate to their enterprise anytime, anywhere. The mobile workforce optimization suite gives managers the power to respond faster to customer, market and employee demands, enabling supervisors to accomplish multiple tasks, maintain visibility and control, improve employee performance, manage schedules and ultimately empowers employees to access their work schedule, performance and compensation when, where and how they choose.
“We are pleased to be recognized as a leading contact center WFO vendor by the top industry analysts,” said Yochai Rozenblat, president of the NICE Enterprise Group. “The NICE WFO suite is in a leading position because of its ability to consistently address companies’ business needs and priorities such as growing revenue, reducing cost and increasing customer satisfaction. We’re constantly looking for ways to build on this strength through innovation and insight into future market needs.”
NICE also recently received the 2012 Frost & Sullivan (News - Alert) Asia Pacific Market Share Leadership Award for Workforce Management Systems. The award was given to NICE for demonstrating excellence in technology and revenue growth within the workforce management segment of the contact center applications market. The company has been recognized for its NICE IEX (News - Alert) Workforce Management solution, which enables even the most complex multisite, multiskill and multichannel call centers to forecast staffing needs
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Edited by Allison Boccamazzo