NICE Named WFO Market Share Leader for Ten Consecutive Years
31 Juillet 2019 - 12:30PM
Business Wire
DMG Consulting indicates 40% market share
(total company GAAP revenue) for 2018
NICE (Nasdaq: NICE) today announced that it has been
recognized by DMG Consulting LLC, a leading independent research
and consulting firm, as the market share leader for 2018 in the
Workforce Optimization (WFO) market, based on total company GAAP
revenue. In the new report, it was revealed that NICE holds a 40%
share of the market, 5.9 percentage points higher than the nearest
competitor. NICE continued to lead for sales of WFO-related,
cloud/hosted/Saas solutions with 41.2%, an increase of 12% from
2017.
“Being named the market share leader in the Workforce
Optimization sector is a nod to the cutting edge innovation NICE
continues to focus on,” said Barry Cooper, President, NICE
Enterprise Group. “With our large portfolio of solutions, our
customers know that NICE can provide them with the most complete
solution, allowing them to serve their customers and employees at
the highest level. We are proud to continue to lead the WFO market
with our customizable and adaptable solutions.”
In Contact Center Recording, NICE held 45.8% market share, 27.5
percentage points ahead of its closest competition. NICE also
retained its leadership position for WFO and Recording, excluding
Security and Video, at 38.4% market share and for Contact Center
WFO, holding 38.6% market share. In Workforce Management, NICE came
in first place with 30.8% market share.
“Contact centers large and small are navigating ever-changing
business conditions, complying with increasingly challenging
regulatory requirements, managing a new generation of employees,
and looking for tools and partners to help them traverse a
sometimes bumpy and increasingly fast-moving highway,” Donna
Fluss, President, DMG Consulting said. “This is the customer
journey WFO vendors are focusing on - assisting their customers
with their digital transformations.”
The 2019 Contact Center Workforce Optimization (WFO) Market
Share Report is DMG Consulting LLC’s 16th annual report on this
sector. This report analyzes revenue and market share for the
approximately 39 worldwide WFO suite vendors in 2018. Contact
center WFO solutions can be comprised of as many as 13 different
modules: recording, quality management/quality assurance, contact
center performance management, surveying/voice of the customer,
workforce management, speech analytics, text analytics, desktop
analytics, gamification, coaching/eLearning, customer journey
analytics, robotic process automation, and new to the 2019 edition
of this report, knowledge management.
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.
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 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 Barry 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/20190731005452/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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