NICE Continues to Expand Its Contact Center WFO Market Share Lead According to DMG Report

NICE Continues to Expand Its Contact Center WFO Market Share Lead According to DMG Report
26.10.2016 01:45 pm

NICE Continues to Expand Its Contact Center WFO Market Share Lead According to DMG Report


NICE announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG’s 2016 WFO Mid-Year Market Share Report, NICE holds a 41.5 and 41.1 percent market share in the contact center WFO and contact center voice recordingsegments, respectively.

NICE WFO is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, effectively forecast workloads, and schedule staff. NICE’s unique Adaptive WFO approach uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations and motivational incentives, based on the individual agent persona level.

“We are proud of our success in further expanding our market share, as customers have embraced our vision for employee engagement and Adaptive WFO,” said Miki Migdal, President of the NICE Enterprise Product Group. “We will continue to innovate and lead the market in the area of workforce optimization as we recognize the dynamics shaping the performance, experience and expectations of both the workforce and consumers.”

“The contact center WFO market is at a critical juncture. Instead of focusing on agent performance, analytics is playing an increasingly important role throughout WFO suites, providing insights into customer needs and wants,” said Donna Fluss, President of DMG Consulting.

This report analyzed 42 WFO vendors worldwide who offered a suite of contact center WFO solutions during the first half of 2016 including workforce management, contact center performance management, speech analytics, text analytics, desktop analytics, enterprise feedback management/surveying, eLearning, coaching, gamification and customer journey analytics. To be considered a WFO suite provider, a vendor must offer recording and quality assurance/quality management and at least two of the other applications. NICE’s WFO contact center suite offers all 12 of these modules as well as a WFO back-office suite to help organizations assess and enhance all aspects of the customer service experience.

Related News

Forecast by Robocash Group: 5G will boost financial inclusion in emerging markets in Asia

Driving improvements in the digital space, 5G has accelerated financial inclusion in emerging markets in Asia. Analysts of the financial holding ... Read more »

Meniga closes a €8.5m strategic investment round led by Groupe BPCE, Grupo Crédito Agrícola & UniCredit

Meniga, a leading provider of digital banking technology for the world’s largest banks, has closed a €8.5m strategic investment led by customers Groupe BPCE, the second-largest... Read more »

LzLabs and T-Systems Team Up to Drive Mainframe Transformation

LzLabs today announced an Agreement with T-Systems, one of the world-leading cross-manufacturer digital service providers,... Read more »

Sopra’s Financing Platform Helping Fuel Hyundai Capital America’s Expansion

Sopra Banking Software announces the go-live of its Cassiopae leasing and lending software at Hyundai Capital America (HCA). Cassiopae, part of the Sopra Financing Platform, is... Read more »

ZagTrader Boosting Startups globally with its New Program - ZagStartUp

ZagTrader has announced today the launch of its new program ZagStartUp to provide a boost to the startup ecosystem in the financial market sector. ... Read more »

Free Newsletter Sign-up
+44 (0) 208 819 32 53 +44 (0) 173 261 71 47
Download Our Mobile App
Financial It Youtube channel