Workforce Optimization Featured Article
NICE Selected for Gartner Leader Quadrant of 2009 Workforce Optimization Report
By Kelly McGuire, TMCnet Editor
That being said, the company has been positioned by Gartner (News - Alert), Inc., in the Leaders Quadrant of the October 2009 “Magic Quadrant for Workforce Optimization (WFO)” report. Being selected by Gartner solidifies a company’s professional progression in the telecom industry.
In fact, Gartner defines “leaders” as those companies that provide functionally broad and deep WFO software solution that can be deployed and supported globally.
“The solutions are suitable for all sizes and complexities of enterprises and have broad industry coverage,” company officials said. “Revenue is strong, and new references are readily available.”
According to Gartner, by year-end 2009, 30 percent of large organizations will adopt an integrated strategy for WFO to achieve the associated increases in operational efficiency and customer satisfaction. NICE’s introduction into the program will have a significant impact on customer experience and operational efficiency going forward.
In the report, NICE was evaluated – and selected – for its completeness of vision and ability to execute, which is based on the company’s SmartCenter which provides products, services and customer experiences beyond the average suite of applications.
According to NICE officials, the company’s SmartCenter WFO suite of business applications for contact center and enterprise customers includes unique analytics-driven business solutions for addressing specific key business challenges such as first call resolution, average handle time, churn, and customer satisfaction.
According to Charles Born, vice president of Global Marketing at NICE, today, more than ever, contact center and enterprise decision makers are looking for a business solution that leverages the WFO functional domains to solve pressing business issues.
“NICE SmartCenter is an innovative solution that is helping companies maintain and nurture their customer assets, as well as control costs,” Born said, adding that the company believes it was selected for its unique ability to deliver timely, relevant, and accurate business insights from customer interactions, allowing thousands of organizations worldwide to achieve their strategic and operational goals.
Integrating recording, QM, WFM and interaction analytics, NICE’s systems improve operational efficiency, compliance with regulations, sales and marketing effectiveness, which, in turn, improve the overall customer experience for customers.
“The workforce optimization market is changing dramatically as organizations realize that the business value of these solutions goes far beyond what they are delivering today,” Born said. “Getting the maximum productivity from each agent is critical to contact center success and one of the fundamentals of operational efficiency -- NICE not only helps companies achieve those, but also helps optimize the contact center at the business level.”
Additionally, the report said that increased organizational awareness surrounding the value proposition associated with WFO, combined with an expanding set of viable vendors, is fueling market adoption. Gartner also estimated that over 500 contact centers will deploy full WFO solutions globally to exceed $1 billion in revenue from the 2008 figure.
“As acknowledged in the report, NICE’s differentiation is in the power of our analytics, coupled with the alignment of our solutions with our customers’ business processes,” Born said. “This capability is delivered today through packaged business solutions that address specific challenges and opportunities, such as customer churn, first call resolution, cross-sell/up-sell and compliance.”
Born also said that the company is expanding its solutions to address the entirety of the customer experience across channels, enabling real-time action, and integrating the power of analytics for both structured and unstructured interactions, from phone conversations with agents, web self-service transactions or IVR inquiries
“Through such capabilities, organizations will be able to extract the ultimate benefit from all customer interactions to drive top and bottom line results,” Born added.
Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.
Edited by Kelly McGuire