NICE (Nasdaq:NICE) continues to build upon its positive momentum and expand its clear leadership in the Contact Center Workforce Optimization (WFO) market, growing to 41.5 percent, according to the DMG Consulting LLC’s 2016/2017 Workforce Optimization Product and Market Report. This figure does not include inContact, which enjoys a market share of 3.4 percent, according to the report.
NICE WFO is comprised of tightly integrated solutions, enabling organizations of all sizes to improve on their effectiveness and efficiency, by identifying performance gaps, delivering targeted coaching, forecasting workloads and scheduling staff. NICE’s unique Adaptive WFO approach uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations and motivational incentives, based on the individual agent unique persona. NICE WFO can be deployed on-premise, or in a hosted or cloud environment.
Donna Fluss, President, DMG Consulting
“Key trends over the
past two years are challenging the status quo in everything contact
centers do, from how staff is recruited and scheduled to how they are
rewarded and compensated. Enterprises are investing significant amounts
of time and money into their service organizations, and they expect to
see a payback. Although productivity and cost savings are clearly
important to executives, they now appreciate that delivering great
service is a top priority and the responsibility of everyone in the
company.”
Miki Migdal, President, NICE Enterprise Group
“This report
mirrors the momentum that we have been experiencing in the market.
Adaptive WFO, our innovative approach to employee engagement, has
garnered significant interest amongst customers and prospects. These
organizations recognize that to achieve true efficiency and deliver
outstanding customer service, they must incorporate advanced analytics
and smart routing, which NICE provides to companies of all sizes and all
verticals. In addition, these companies are either exploring or have
begun a move to the cloud. NICE has proven to be the partner of choice
with solutions which enable them to do so in an efficient and effective
manner.”
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 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Migdal, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company's products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
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