NICE tops the polls for customer satisfaction

Nice’s IEX product has been recognised as the market leader for Workforce Management (WFM) software.

For six consecutive years, NICE has been the market share leader, according to DMG’s Contact Center Workforce Management reports, with a market share of 22 percent, based on the number of seats.

According to the report, NICE was ranked for the second consecutive year as the top vendor for customer satisfaction across ten categories measuring vendor satisfaction: product, implementation, service and maintenance, training, professional services, innovation, responsiveness to product enhancement requests, communication, pricing, and overall vendor satisfaction. In the implementation and professional services categories, NICE achieved a perfect score.

“Today’s contact centers are handling more channels than ever before, including calls, emails, chat, short message service (SMS), social media and possibly some non-call activities,” explained Donna Fluss, President of DMG Consulting.

“WFM challenges include handling complex work rules and scheduling requirements (multi-national environments, multiple languages, time zones, at-home agents, outsourced agents, flexible shifts, etc.). Companies increasingly need long-term planning and budgeting functionality to plan agent staffing needs for anywhere from one to five years into the future.”
 
“We are pleased to once again be recognized as a leader in DMG’s 2013 Contact Center Workforce Management Market Report,” said Benny Einhorn, Chief Marketing Officer at NICE.

“Achieving top vendor status for product satisfaction as well as receiving top scores for our implementations and professional services is a testament of our commitment to providing customers with flexible and comprehensive workforce management solutions.”