NICE Systems has once again been recognized as the contact center workforce management market leader by DMG Consulting LLC, with a market share of 22 percent, based on the number of seats. NICE has been the market share leader now for six consecutive years, report shares.
According to DMG’s 2013 Contact Center Workforce Management Market Report, NICE was ranked for the second consecutive year as the top vendor for customer satisfaction across ten categories measuring vendor satisfaction: product, implementation, service and maintenance, training, professional services, innovation, responsiveness to product enhancement requests, communication, pricing, and overall vendor satisfaction. Among individual components of the product category, NICE achieved a top score in 15 out of 19 categories. In the implementation and professional services categories, NICE achieved a perfect score.
“Today’s contact centers are handling more channels than ever before, including calls, emails, chat, short message service (SMS), social media and possibly some non-call activities, “ explained Donna Fluss, President of DMG Consulting. “WFM challenges include handling complex work rules and scheduling requirements (multi-national environments, multiple languages, time zones, at-home agents, outsourced agents, flexible shifts, etc.). Companies increasingly need long-term planning and budgeting functionality to plan agent staffing needs for anywhere from one to five years into the future.”
To address the needs of today’s complex multi-site, multi-skill and multi-channel call centers, NICE IEX Workforce Management solutions offer the flexibility and rich set of capabilities to forecast staffing needs, schedule representatives’ time, effectively manage daily activity, and boost inbound sales revenue.
“We are pleased to once again be recognized as a leader in DMG’s 2013 Contact Center Workforce Management Market Report,” said Benny Einhorn, Chief Marketing Officer at NICE. “Achieving top vendor status for product satisfaction as well as receiving top scores for our implementations and professional services is a testament of our commitment to providing customers with flexible and comprehensive workforce management solutions and services that can be adapted to their particular business environment. As the complexity of today’s contact centers continue to grow, we are enabling our customers to successfully meet their service objectives.”
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