NICE Achieves the Highest and Furthest Overall Position in Gartner’s Magic Quadrant for Workforce Engagement Management

NICE announced its recognition as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management1 report for the fourth consecutive year. NICE is positioned again this year with the highest position on the ‘Completeness of Vision’ and furthest position on the ‘Ability to Execute’ axes, respectively.

Contact Centre CLUB

Issued on February 20, the report recognizes NICE as a Leader.

NICE is the only vendor to be named a Leader by Gartner across both their Magic Quadrant for Contact Center as a Service, North America report2, published in October 2019, and Magic Quadrant for Workforce Engagement Management report.

Jim Davies and Jim Robinson, Analysts and Co-authors of the report wrote, “Technology convergence and innovation continue to reshape the WEM market. Engaged employees are essential to achieve customer service ambitions and overall customer experience.”

Barry Cooper, President, NICE Enterprise Group, said, “Organizations of all sizes globally are racing to meet the transformative needs of today’s digital generation. In doing so, they are looking for smart ways to deeply understand and engage their employees. With NICE, organizations can rely on the industry’s most comprehensive and unified workforce engagement suite. We think Gartner’s Magic Quadrant for Workforce Engagement Management provides an independent assessment of the market and NICE is proud to be recognized as a Leader for the fourth consecutive year, making it the only organization to be recognized as a Leader in both the Magic Quadrant for Workforce Engagement Management and Magic Quadrant for Contact Center as a Service.”

Defining a Leader

The annual Gartner Inc. report offers a comprehensive look at the WEM marketplace as well as a snapshot of the vendors in it via its Magic Quadrant, which positions companies in one of the four quadrants, one of which is the Leaders quadrant. The analyst firm states that “Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”1

1Source: Gartner, “Magic Quadrant for Workforce Engagement Management,” Jim Davies, Jim Robinson, 20 February 2020.

2Referred to as NICE inContact in the Magic Quadrant for Contact Center as a Service, North America.

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 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.

Visit www.nice.com.