NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: NICE Systems announced it has been positioned by Gartner, Inc. in the “leaders” quadrant of the 2015 “Magic Quadrant for Customer Engagement Center Workforce Optimization” for the eighth consecutive year [1]. NICE was recognized by Gartner for its completeness of vision and ability to execute, based on the criteria listed in the report.

Contact Centre CLUB

According to Gartner, leaders in the WFO market “provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their software is suitable for all sizes and complexities of enterprises, and has broad industry coverage. Revenue is strong, and new references are readily available.”

The report highlights the value of integration as noted by report co-authors Jim Davies and Sorell Slaymaker: “the benefits of a suite-based approach to WFO range from having a single-vendor contract and a lower TCO to the avoidance of integration problems. The incorporation of cross-functional workflow is also driving adoption of software suites.”

Earlier this month, NICE announced its visionary Adaptive WFOsolution, the next level in contact center management. Adaptive WFO creates a workforce planning, management and engagement environment that adapts in real time to the agent persona. These personas are generated based on advanced multi-channel analytics data, such as CSAT scores, average handles times (AHT), coaching results, among others. Agent personas are then embedded into each of the processes, enabling contact center management to tailor the right approach to each agent to improve the agent and overall customer experience.

Miki Migdal, President of the NICE Enterprise Product Group
​“We are proud to again be named a leader by Gartner in the Customer Engagement Center Workforce Optimization Magic Quadrant report. We believe this continued recognition validates the strength of our technology, breadth and depth of our WFO solution suite, and with the recent launch of Adaptive WFO we are transforming the approach to workforce optimization with technologies and capabilities which are new to the market.”

About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

[1] Gartner “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, Sorell Slaymaker December 8, 2015.