NICE named leading WFO vendor

one person standing out from a group
668
Filed under - Archived Content,

NICE has once again been recognized as the worldwide leader in the contact centre workforce optimization (WFO) market by DMG Consulting LLC.

NICE stands out as the clear leader with a 41.3 percent market share for the first half of 2011 in the latest DMG report, “Quality Management/Liability Recording (Workforce Optimization) Product and Market Report 2011-2012”.

The report states that, “Due to NICE’s excellent and sustained performance in recent years, they are currently considered the contact center WFO leader…”

The report, which reviews the offerings of approximately 45 vendors worldwide who offer a suite of products including call recording and quality assurance, noted that NICE market share rose three percent from the first half of 2010.

Benny Einhorn

Benny Einhorn

“Being recognized as having the leading position for product and execution is particularly significant,” commented Benny Einhorn, Chief Marketing Officer at NICE. “We believe it reflects NICE’s in-depth understanding of our customers’ needs to impact every customer interaction for better business, as well as our ability to deliver superior solutions to meet those needs.”

”The workforce optimization market will remain strong for the next three years, with cloud-based WFO offerings on the rise,” said Donna Fluss, President of DMG Consulting. “The contact centre segment of the WFO market showed a healthy growth rate of 7.9% between the first half of 2010 and 2011. NICE was the largest contributor to this growth.”

“The ability to shape an interaction in real time is a key component in maximizing the value of customer interactions and driving improvement across the enterprise,” added Einhorn. “NICE enables an organization to be best prepared for that decisive moment with a suite of WFO solutions, including recently acquired closed-loop performance management and  Voice of Customer feedback solutions from Merced and Fizzback.”

Author: Jo Robinson

Published On: 23rd May 2012 - Last modified: 22nd Mar 2017
Read more about - Archived Content,

Follow Us on LinkedIn