NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management

NICE announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download.

Contact Centre CLUB

“Application leaders for customer service must improve employee engagement, considering work type and employee personality, to drive improvements in customer experience,” wrote the report authors, Simon Harrison and Jim Davies.

Gartner’s report evaluates six unique workforce engagement management critical capabilities within each of the four use cases including Recruiting and Onboarding, Evaluation and Improvement, Time Management, Assistance and Task Management, Metrics and Recognition, and Voice of the Employee.

Amongst the report’s key findings, Gartner stated that, “Workforce engagement management (WEM) is almost a critical consideration for any type of contact center, internal or external, to ensure an engaged/empowered workforce.” The report also cited recommendations, one of which advises organizations to “Ensure investments in technology positively impact employees, either directly or indirectly, by factoring in the importance of employee engagement.”

Barry Cooper, President of the Enterprise Group for NICE: “Now more than ever, organizations are seeking differentiation based on customer service. Consistently engaging and building partnerships with the workforce is key. With NICE receiving the highest scores across each of the four use cases, we feel that we stand ready to help organizations be their best. We believe the results of this independent research are a testament of NICE’s commitment to driving innovation to the market and enabling our customers to elevate their employee engagement.”

NICE offers an advanced portfolio of solutions for Workforce Optimization that empower organizations and their employees to deliver uncompromising customer experiences. Infused with innovative capabilities, these solutions drive value in every aspect within the experience centre. Solutions include NICE Workforce Management (WFM), NICE Performance Management (NPM), NICE Employee Engagement Management (EEM), NICE Quality Central and a range of offerings focused on the Back Office.

Gartner has been previously recognized NICE as a Leader in its Magic Quadrant for Workforce Engagement Management, positioned highest in ability to execute and furthest to the right for completeness of vision. Magic Quadrant for Workforce Engagement Management, February 12, 2019.

Gartner, Critical Capabilities for Workforce Engagement Management, by Simon Harrison and Drew Kraus, March 20, 2019.

Gartner, Magic Quadrant for Workforce Engagement Management, by Simon Harrison and Drew Kraus, February 12, 2019.

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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.

About NICE

NICE (Nasdaq: NICE) is the worldwide 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.