Call Recording Featured Article

With contact centers everywhere looking for an edge to stay ahead of competitors, every little bit helps. One area that is receiving increased scrutiny is workforce optimization (WFO), where employers endeavor to get the most out of their staffers while still keeping everyone motivated and on task. It’s a fine balancing act but one that can pay big dividends when properly implemented.

That thinking got a boost recently when DMG, a technology consulting firm that specializes in advising and supporting the contact center technology space, issued its mid-year market share report. In it, DMG acknowledged that Israeli company NICE Systems (News - Alert), a previous winner, continues to lead the way in larger WFO engagements, holding a 38.4 and 39.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.

"We are proud to continue in our role as the leader in the contact center WFO market," commented Miki Migdal, president of the NICE Enterprise Product Group, on hearing the news. "NICE is committed to helping businesses deliver perfect customer experiences and Adaptive WFO is a testament to this pledge, as it engages and empowers the workforce, which is really the nucleus of successful contact center operations,” he added.

The report from DMG also noted that the WFO market is in transition, moving from being dedicated to optimizing agent performance to offering solutions for staff optimization and enterprise analytics. It added that its research found newer, analytically oriented applications were continuing to gain momentum, which will be a boon to all companies working in this area.

DMG said that the report analyzed 45 WFO vendors worldwide that offer a suite of products for contact centers “including recording, quality assurance/quality management, workforce management, contact center performance management, speech, text and desktop analytics, enterprise feedback management/surveying, eLearning, coaching, gamification and customer journey analytics.”

Among the benefits of WFO are help in reducing costs and increasing ROI; a better integration with existing solutions; a shorter learning curve for new hires; and a scoreboard to provide data on different aspects of operational efficiency.