NICE Again Named Leading Contact Center Workforce Optimization Vendor by DMG Consulting

PRESS RELEASE: NICE Systems announced that it has again been recognized as the worldwide leader in the contact center Workforce Optimization (WFO) market by DMG Consulting LLC. This is the fourth consecutive year that NICE has been positioned as the top WFO vendor, with an increase in market share. NICE has also been named the market share leader for contact center Performance Management (CCPM) with a 40.6 percent market share based on number of seats, according to the 2013 DMG Contact Center Performance Management Market Report.

In the contact center WFO segment, NICE holds a 40.8 percent market share for 2013, based on DMG’s 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share Report. According to this report, NICE also holds the leadership position in the fast-growing cloud-based WFO market with a 43.8 percent share of the market. The report analyzes approximately 45 WFO vendors worldwide whose offerings include four or more of the ten modules found in WFO suites, including: quality assurance, workforce management, performance management, voice of the customer/surveying, speech analytics, text analytics, desktop analytics, coaching, eLearning, and call recording.

“2013 was a good year for the WFO market, but one that indicates that this is a maturing market,” said Donna Fluss, President of DMG Consulting. “DMG expects the WFO market to reinvent itself and to come on strong, even if it takes several years for this transition to occur. The WFO market often outperforms other contact center IT sectors, as well as many general IT segments, because it keeps delivering innovation.”

In DMG’s CCPM report Fluss states, “CCPM’s time may finally have come. ‘Big data,’ employee engagement, and the increasing importance of capturing and analyzing the customer journey are major trends that are driving end users to give CCPM a fresh look.”

“Our leadership in the WFO and CCPM markets reinforces the success of our solutions in helping organizations align their workforce around a common set of goals in order to deliver an exceptional customer experience and increase the bottom line,” said Yochai Rozenblat, President of the NICE Enterprise Group. “NICE Workforce Optimization engages employees through coaching and competition to drive higher levels of performance across the organization. We are continuously innovating to provide companies with tools for employee engagement, like the gamification capabilities that we offer in our latest release of NICE Performance Management.”

NICE’s WFO contact center suite contains all 10 modules to help their customers evaluate and improve all aspects of the customer experience: recording, coaching, e-learning, performance management, surveying, speech analytics, workforce management, desktop analytics, text analytics and a WFO back-office suite.

About NICE Systems

NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.