NICE Recognized as Workforce Optimization Market Share Leader in Mid-Year DMG Consulting Report
19 Décembre 2019 - 12:30PM
Business Wire
The mid-year report also highlighted NICE’s
market share dominance in contact center voice recording
NICE (Nasdaq: NICE) today announced it has once again
been recognized by DMG Consulting LLC, an independent industry
analyst firm, as the Workforce Optimization (WFO) market share
leader for the first half of 2019, based on total company GAAP
revenue.
According to the 2019 Workforce Optimization Mid-Year Market
Share Report, NICE’s market share grew to 41.4%, based on total
company GAAP revenue, which was 6.4 percentage points higher than
its nearest competitor. This was due to an 11.8% increase in
revenue over the same period in 2018. In the contact center voice
recording market, NICE continued to dominate with a 45.9% market
share, over 26 percentage points higher than its closest
competitor. Revenue from this segment also increased, by 4.5%, over
the same period in 2018.
NICE WFO is comprised of tightly integrated solutions, enabling
organizations of a variety of sizes to improve their employee
engagement, effectiveness and productivity by identifying
performance opportunities, delivering targeted coaching and
training, forecasting workloads and scheduling staff around
business requirements and employee preferences. NICE’s unique
Adaptive WFO approach uses analytics-based modeling to dynamically
personalize contact center processes, such as scheduling, coaching,
training, assessments and motivational incentives, based on the
individual agent’s unique identity. NICE WFO can be deployed in a
cloud environment or on-premise, based on the needs of the
customer.
Donna Fluss, President, DMG Consulting said, “Leading WFO
vendors have used their large R&D resources to re-think,
re-imagine and re-create the market and offerings, providing
value-added functionality to enable their enterprise clients to
deliver an outstanding customer and employee experience while
improving productivity and quality.”
Barry Cooper, President, NICE Enterprise Group said, “We
are pleased to once again be recognized as the WFO market share
leader by DMG Consulting. We believe this is a direct result of
innovations that help companies become more efficient, engage
employees, and deliver unparalleled customer experiences. With the
most advanced, AI-driven adaptive technologies available, our WFO
suite ensures accurate forecasting and customized processes aligned
with business goals. We will continue to deliver WFO solutions that
translate advanced technology into solutions that empower our
customers.”
DMG Consulting LLC's Workforce Optimization Mid-Year Market
Share Report analyzes revenue, market share and performance of the
approximately 38 worldwide contact center WFO suite vendors. The
report's in-depth analysis looks at total company revenue
performance and total contact center WFO revenue, as well as
recording and quality management, the two core WFO market
segments.
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 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/20191219005238/en/
Corporate Media 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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