NICE's workforce management solution maximizes
agent flexibility, delivers quality customer experience, reduces
operational costs, enhances overall customer loyalty, and improves
agent productivity.
SAN ANTONIO, June 2, 2022 /PRNewswire/ -- Recently, Frost
& Sullivan assessed the India
workforce management software industry and, based on its analysis,
recognizes NICE with the 2022 India Product Leadership Award. NICE
is a worldwide leader in AI-powered self-service and agent-assisted
CX software for the contact center and beyond and leads the market
with its comprehensive workforce management suite. It incorporates
cutting-edge artificial intelligence (AI) capabilities into its
solutions, enabling customers to automate workforce scheduling
processes and increase agent productivity.
![2022 Indian Workforce Management Software Product Leadership Award 2022 Indian Workforce Management Software Product Leadership Award](https://mma.prnewswire.com/media/1828404/Frost_NICE.jpg)
Strong workforce management solutions are increasingly important
to maximizing agent flexibility, delivering quality customer
experiences, reducing operational costs, and enhancing customer
loyalty. NICE's machine learning and AI-enabled automated
forecasting capabilities meet the industry's needs, enabling
organizations to create efficient schedules that better utilize
agent availability. The company's game-changing omnichannel
forecasting engines allow clients to anticipate business demands
and optimize their workforce. Its AI-powered solution offers
clients highly efficient schedules that improve contact center
agents' ability to handle different types of interactions,
positioning NICE as a workforce management software industry
leader.
According to Nithin Ramesh,
senior consulting analyst for Frost & Sullivan, "NICE
integrates high reliability and quality in its products, from
developing robust, user-friendly solutions to working closely with
clients and partners to guide its product roadmap and enhance and
add advanced features. With the company's ongoing innovation and
sustained leadership, its positioning, design, reliability, and
quality remain impressive."
NICE's extensive third-party validation ensures consistent
performance, earning its clients' trust and loyalty. The company
developed a solution that enables businesses to meet their service
goals while helping the agent population, reducing the contact
center's high attrition costs. Its purpose-built solution suite
sets it apart from the competition, with superior design,
reliability, and quality as its central pillars. With its
product-led and customer-focused strategy, NICE consistently brings
to market best-in-class consulting services that help their clients
understand their cloud environment. It guarantees reliability and
provides high availability and options for scalability. With its
strong overall performance, NICE earns Frost & Sullivan's 2022
India Product Leadership Award in the workforce management software
industry.
"NICE understands the market needs and delivers a solid solution
designed and embedded with high-quality and reliable performance,
making it a workforce management software product leader. The
company's solutions enable automated and efficient scheduling
processes with best-practice implementation," said Ramesh.
"Our WFM suite was designed to provide a high degree of ability
to forecast agent demand for the business and agility for the
agent. The ability to forecast demand ensures that the right number
of agents are scheduled to provide exceptional service to customers
and agility for maximum agent work/life balance," said
Darren Rushworth, President,
NICE International. "We are
pleased to be recognized by Frost & Sullivan as the leader in
providing WFM solutions that meet the needs of the Indian market,
and we see a great opportunity for growth in that region as more
and more organizations seek the dynamic and responsive cloud
environment for its WFM activities."
Each year, Frost & Sullivan presents this award to the
company that has developed a product with innovative features and
functionality that is gaining rapid market acceptance. The award
recognizes the quality of the solution and the customer value
enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies
in various regional and global markets for demonstrating
outstanding achievement and superior performance in leadership,
technological innovation, customer service, and strategic product
development. Industry analysts compare market participants and
measure performance through in-depth interviews, analyses, and
extensive secondary research to identify best practices in the
industry.
About Frost & Sullivan
For six decades, Frost & Sullivan has been world-renowned
for its role in helping investors, corporate leaders, and
governments navigate economic changes and identify disruptive
technologies, Mega Trends, new business models, and companies to
action, resulting in a continuous flow of growth opportunities to
drive future success. Contact us: Start the discussion.
Contact:
Tarini Singh
P: +91-9953764546
E: tarini.singh@frost.com
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
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442,
chris.irwin-dudek@nice.com, ET
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