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WFO Influence Grows as NICE Systems Claims Big Market Share

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WFO Influence Grows as NICE Systems Claims Big Market Share

May 19, 2016

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By Rory J. Thompson,
Web Editor
 


With tighter budgets and leaner staffing, increasingly companies are finding they need to do more with less. That’s why the area of workforce optimization (WFO) has taken on such prominence in the enterprise, and especially in call centers: everyone needs to maximize their staffing.


So it should come as no surprise that one of the leaders in this arena has been able to grab a lion’s share of the market: DMG Consulting has just announced that NICE Systems (News - Alert) – a worldwide leading provider of enterprise software solutions that empower organizations to make smarter decisions – is the leader in contact center WFO, with 40.3 percent of the market share.

“NICE WFO continues to lead and redefine the workforce planning, management and engagement environment with solutions such as Adaptive WFO,” both parties aid in a joint statement. “[Their efforts enable] organizations to better assess agents, through the creation of a persona that captures their metrics, attributes and preferences, to both empower them and management to achieve superior contact center performance.”

The honor was appreciated by the entire NICE team.

“DMG’s recognition confirms our continued leadership role in the contact center WFO market,” said Miki Migdal, President of the NICE Enterprise Product Group. “We are proud of our capability to deliver the best Workforce Optimization and Workforce Management solutions available, which is fueled by our commitment to help companies provide exceptional customer service.”

To reach its conclusion, the DMG Consulting 2016 Contact Center Workforce Optimization Market Share Report addressed 2015 revenue and market shares for all vendors worldwide who have a contact center workforce optimization suite which includes at least four of the following 11 applications: recording, quality assurance/quality management, contact center performance management, surveying/voice of the customer, workforce management, speech analytics, text analytics, desktop analytics, gamification, coaching and eLearning. According to the report, customer journey analytics is starting to gain traction as another standard component of these suites.

“We are in the midst of the ‘big data’ revolution,” said Donna Fluss, President of DMG Consulting. “The data is available and the WFO solutions are an important source of information. It is now a question of how to use this data to achieve top enterprise servicing goals, specifically to provide an outstanding customer experience, make it easy for customers to conduct business and to deliver personalized service cost effectively.”



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