NICE Named Market Share Leader for Contact Center Workforce Optimization in DMG Consulting Report
01 Mars 2019 - 12:30PM
Business Wire
NICE Holds 40% Market Share, More Than Six
Percentage Points Greater Than Nearest Competitor
NICE (Nasdaq: NICE) today announced that it has been
recognized by DMG Consulting LLC, a leading independent research
and consulting firm, as the Contact Center Workforce Optimization
(WFO) market share leader for first half 2018 with a 40.0 percent
share of the market. NICE Contact Center WFO has a lead over the
nearest competitor by more than six percentage points of market
share.
“Our continued leadership in the WFO market showcases the
strength of our solutions and our focus on driving continuous
improvement in Customer Experience,” Barry Cooper, President of
the NICE Enterprise Group said. “Our relentless innovation
continues to lead to the creation of exciting new products. Our WFO
solutions are customizable and adaptable to grow with our
customers, allowing accurate planning and increased employee
engagement, ensuring success at all levels of the business.”
NICE WFO is a portfolio of tightly integrated solutions,
enabling organizations of all sizes to improve their effectiveness
and productivity. This is achieved by recognizing performance gaps,
delivering targeted coaching, predicting workloads and scheduling
staff. NICE WFO uses analytics-based modeling to dynamically
personalize contact center processes, such as scheduling, training,
coaching, assessments and incentives, based on the individual
agents' identity. NICE WFO can be deployed in a cloud environment
or on-premise based on the needs of the customer.
“Transformation of the WFO market is expected to heat up,
especially due to the digital transformation, RPA and AI. The
digital transformation is driving companies worldwide to redesign
their front-– and back-office servicing strategies and operations,”
Donna Fluss, President, DMG Consulting said. “Companies (and
their customers) want solutions that make it easy to conduct
business and deliver a personalized, outstanding experience cost
effectively.”
The 2018-2019 Workforce Optimization Product and Market Report
is DMG Consulting’s fifteenth report on the WFO sector. This report
focuses on the contact center WFO market, competitive landscape,
product suites, technology and innovation. The report also offers a
revenue and market share comparison of first-half 2018 vs
first-half 2017 and provides five-year market projections for all
thirteen WFO application components.
About NICENICE (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.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. 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 StatementsThis 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. Cooper, 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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version on businesswire.com: https://www.businesswire.com/news/home/20190301005010/en/
Corporate MediaChristopher Irwin-Dudek, 201-561-4442,
chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ir@nice.com,
ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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