NICE Named Market Share Leader in Workforce Optimization
05 Janvier 2022 - 12:30PM
Business Wire
DMG Consulting’s in-depth analysis reveals NICE
is the market share leader of WFO, interaction analytics, WFM,
quality management and recording solutions amongst WFO suite
vendors
NICE (Nasdaq: NICE) today announced that it has been
recognized as the overall market share leader for total workforce
optimization (WFO) by DMG Consulting LLC. The ‘Contact Center
Workforce Optimization/Workforce Engagement Management Mid-Year
Market Share Report’ ranked NICE in the highest position across
eight of nine categories. NICE is the leading WFO suite vendor in
terms of total company GAAP revenue as well as market share and
revenue for contact center WFO solutions, total WFO solutions,
total recording and non-contact center recording options,
interaction analytics (IA) technologies, contact center workforce
management (WFM) applications, and quality management (QM)
capabilities.
In an estimated field of 36 worldwide contact center workforce
optimization suite vendors, NICE held a dominant 48.1 percent share
of total company GAAP revenue in the first half of 2021, a growth
of 4.9 percentage points over the same period in 2020. NICE was
also the revenue leader in the first half of 2021 for both contact
center WFO and total WFO (which includes sales to
non-contact-center verticals as well), with 33.8 percent and 34.9
percent market share, respectively.
Barry Cooper, President, NICE Workforce and Customer
Experience Group, commented, “We are pleased to once again be
recognized as the total WFO market share leader by DMG Consulting.
We consider this a testament to our consistent delivery of much
needed WFO innovation that drives value for our customers. With
NICE’s extension beyond the contact center to meet customers
wherever their journey begins, we remain dedicated to expanding the
value NICE provides across the organization.”
NICE WFO is comprised of tightly integrated solutions, enabling
organizations to improve employee engagement, effectiveness and
productivity by identifying performance improvement opportunities,
delivering personalized coaching and training, forecasting
workloads across channels, scheduling staff around business
requirements and employee preferences and enabling staff
self-service scheduling options. NICE’s unique adaptive, agile and
digital 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.
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20220105005032/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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