NICE Leads Market Share for WEM Globally

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Filed under - Contact Centre News,

NICE has been recognized in DMG Consulting LLC’s contact centre Workforce Optimization/Workforce Engagement Management Market Share Report as the market share leader in total workforce optimization (WFO)/Workforce Engagement Management (WEM).

DMG’s report analyzes the revenue, market share, and execution of 36 global WFO/WEM suite vendors for the fiscal year 2021. According to the DMG report, NICE was the market share leader for sales of WFO/WEM solutions, quality management, and total workforce management

NICE is the market leader in sales of WFO/WEM solutions with a market share of 33.4 percent. DMG Consulting noted the increase was driven in large part by strong sales of their cloud-based offerings, including NICE CXone contact centre infrastructure solutions.

This announcement reinforces NICE WEM’s leadership position and joins the additional recognitions it has received from industry-leading analysts for its vision, execution, and adaptability with CXi.

NICE WEM optimizes efficiencies by identifying performance improvement opportunities, enhances scheduling by factoring in employee preference with business needs, utilizes AI forecasting to ensure accurate staffing needs are met, improves agent productivity, provides personalized engagement with gamification options, and delivers employee personalized training and coaching with Enlighten AI.

Barry Cooper, President, CX Division, NICE, said, “We are thrilled to be recognized by DMG Consulting as the WFO/WEM market share leader and will continue to focus on innovating solutions to improve our Workforce Engagement suite for organizations and agents to not only succeed but exceed expectations.”

This blog post has been re-published by kind permission of NICE – View the Original Article

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: 4th May 2023
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