NICE Extends its Contact Center WFO Market Share Lead According to DMG Report

PRESS RELEASE: NICE Systems announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG’s 2015 WFO Mid-Year Market Share Report, NICE holds a 38.4 and 39.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.​

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This report comes after NICE’s launch of a new approach for workforce optimization – Adaptive WFO. This approach creates a workforce planning, management and engagement environment that adapts in real time to personalized agent profiles, or personas. These personas are generated based on advanced multi-channel analytics data, such as CSAT scores, average handles times, tenure and past work experience.​​

“We are proud to continue in our role as the leader in the contact center WFO market,” said Miki Migdal, President of the NICE Enterprise Product Group. “NICE is committed to helping businesses deliver perfect customer experiences and Adaptive WFO is a testament to this pledge, as it engages and empowers the workforce, which is really the nucleus of successful contact center operations. By focusing on personalizing the organization-employee relationship, Adaptive WFO drives performances, reduces attrition, and improves the customer experience.”

The report found that the WFO market is transitioning from being dedicated to optimizing agent performance to offering solutions for staff optimization and enterprise analytics, with newer analytically-oriented applications continuing to gain momentum.

This report analyzed 45 WFO vendors worldwide who offer a suite of products for contact centers including recording, quality assurance/quality management, workforce management, contact center performance management, speech analytics, text analytics, desktop analytics, enterprise feedback management/surveying, eLearning, coaching, gamification and customer journey analytics. To be considered a WFO suite provider, a vendor must offer recording and quality assurance and at least two of the other applications.

NICE’s WFO contact center suite offers all 12 of these modules as well as a WFO back-office suite to help their customers assess and enhance all aspects of the customer experience.