NICE Achieves Perfect Scores in DMG Consulting Report

Score concept with dartboard and arrows pointing at 10
Filed under - Contact Centre News,

NICE has announced that it has been recognized as the market share leader in Workforce Management (WFM), based on seats, by DMG Consulting LLC.

Customers surveyed in DMG’s ‘Workforce Management for the Enterprise’ report gave NICE the highest possible satisfaction score for product innovation, overall vendor satisfaction, product, and ongoing service and support

Donna Fluss, President, DMG Consulting, said, “New-gen WFM is the future of workforce management because it puts employee needs on equal footing with those of the company where they work.

“In the era of the Great Resignation, this is necessary for all enterprise employees, including those in the contact centre. New-gen WFM is designed to give employees what they most want – scheduling flexibility – and by doing so, it improves the customer experience.”

Barry Cooper, President, NICE Workforce & Customer Experience Group, commented, “WFM plays a pivotal role in driving frictionless CX, especially in today’s digital world. Innovating to empower employees to solve customer issues effectively and fostering engagement while enabling flexibility is a key goal to which NICE is committed.

“Our customers’ acknowledgement of the value our innovation delivers speaks volumes and I’m pleased to see it reflected in this DMG report.”

NICE achieved a perfect customer satisfaction score in the WFM modules category for agent self-service.

Also noteworthy is NICE’s achievement of the highest possible satisfaction score in the WFM product capabilities categories of ability to support a hybrid workforce consisting of on-site and work-at-home agents and intelligent self-service solutions (IVAs, bots); provide agents with autonomy to self-manage availability, schedule preferences, time off and ad hoc schedule changes; and customize/capture KPIs and metrics to measure contact centre and agent performance.

For more information about NICE - visit the NICE Website

About NICE

NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

Find out more about NICE

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: NICE

Published On: 31st Mar 2022 - Last modified: 5th Apr 2022
Read more about - Contact Centre News,

Follow Us on LinkedIn

Recommended Articles

A picture of 5 wooden stars on wooden blocks that increase in height from 1 to 5
NICE inContact CXone Receives Perfect Scores in New DMG Report
A picture of the WFM concept with wooden blocks
Workforce Management Guide
18 Workforce Management Case Studies
Panel of judges holding signs with highest score
Five9 Receives Highest Rating in Survey by DMG Consulting