NICE Recognized as Market Share Leader in Workforce Management by DMG Consulting for 10th Consecutive Year
11 Juin 2019 - 12:30PM
Business Wire
The independent analyst firm's 'Workforce
Management Product and Market Report' also cited NICE WFM’s top
scores for leveraging artificial intelligence and machine
learning
NICE (Nasdaq: NICE) today announced that it has once
again been recognized by independent industry analyst firm, DMG
Consulting LLC, as the market share leader for Workforce Management
(WFM) based on the number of seats which grew 9.4% year over year.
In addition, the annual 'Workforce Management Product and Market
Report' noted that NICE received the top score in customer
satisfaction for product innovation, as well as perfect scores from
customers for streamlining administrative processes and for the use
of artificial intelligence and machine learning to improve
output.
DMG Consulting’s report, which focuses on NICE Workforce
Management, states that NICE received top marks from customers for
seven elements of its WFM solution, specifically vacation/time-off
management, budgeting/cost management, timekeeping/payroll
management, back office/branch functionality, mobility features,
workspace allocation and gamification.
“Today's workforce mandates scheduling flexibility, work-life
balance and agent autonomy to self-serve and self-manage. Today's
customers require omni-channel support and personalized service.
Contact centers need to address operational requirements, satisfy
employee needs and meet customer expectations, while managing
costs,” noted Donna Fluss, President, DMG Consulting. “Al
and automation are driving critical changes to WFM solutions to
address these opportunities and more.”
DMG Consulting LLC's annual 'Workforce Management Product and
Market Report' comprehensively analyzes the WFM market, solutions
and product suites. The analysis provides an in-depth review of WFM
suites including core forecasting and scheduling, intraday
management, real-time adherence, time-off management, self-service
and reporting capabilities, along with a variety of value-added and
optional modules.
"To be recognized for a decade as the WFM market share leader by
DMG Consulting is a great honor,” Barry Cooper, President, NICE
Enterprise Group said. "This clearly demonstrates how NICE
Workforce Management continues to lead the market in helping
companies optimize their workforce engagement. We continue to
innovate in WFM as demonstrated by our advanced, AI driven adaptive
technology.”
NICE WFM streamlines, automates and optimizes scheduling for
agents and supervisors. This improves agent satisfaction by
speeding up turnaround time while simplifying supervisors' lives
through auto approval and easier access to agent requests. By
moving from a manual system to NICE WFM's automated offering,
companies benefit from increased occupancy and shrinkage
calculations, which in turn improves reporting accuracy and
forecasting.
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/20190611005381/en/
Corporate Media ContactChristopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ET,
ir@nice.comYisca Erez, +972 9 775 3798, CET, ir@nice.com
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