NICE announced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, as the market share leader for the first half of 2018 in the Workforce Optimization (WFO) market, based on total company GAAP revenue. In the new report, it was revealed that NICE holds a 40.2% share of the market, 4.9 percentage points higher than the nearest competitor.
NICE also retained its solid leadership position for contact centre voice recording at 45.8% market share, 26 percentage points higher than its closest competitor.
NICE WFO is comprised of tightly integrated solutions, enabling organizations of a variety of sizes to improve their effectiveness and productivity, by identifying performance gaps, delivering targeted coaching, predicting workloads and scheduling staff. NICE’s unique Adaptive WFO approach uses analytics-based modeling to dynamically personalize contact centre processes, such as scheduling, coaching, training, assessments and motivational incentives, based on the individual agents unique identity. NICE WFO can be deployed in a cloud environment or on-premise based on the needs of the customer.
Donna Fluss, President, DMG Consulting said, “Enterprises need WFO solutions today more than ever, and the rate of growth is expected to increase as this market transforms. The pace of change in business worldwide has never been faster, and customer expectations have never been higher.”
Miki Migdal, President, NICE Enterprise Group said, “This acknowledgement as a market leader in WFO by DMG Consulting is another affirmation of NICE’s undivided focus on innovation and translating it into solutions that empower our customers to deliver unparalleled experiences to their end users. It’s no secret that experiences are largely the deciding factor amongst customers. Companies must make sure to have accurate planning and predictability so the right staff is always available, customized processes are aligned with their company goals and employees are engaged, to ensure it. We’re proud to continue to be the market share leader in WFO and deliver solutions that enable this and more.”
The 2018 Workforce Optimization Mid-Year Market Share Report is DMG Consulting’s fourteenth report on the sector, which focuses primarily on revenue, market share, and performance of the approximately 39 worldwide contact centre WFO suite vendors. The report’s in-depth analysis provides a total company revenue performance, analyzes the total contact centre WFO revenue, and gives an analysis of the two core WFO market sectors, recording and QM/QA.
About NICE
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.