NICE’s Workforce Management Leads Market Share for Ninth Straight Year in DMG Consulting’s 2023-2024 Enterprise WFM Product and Market Report
27 Septembre 2023 - 2:00PM
Business Wire
NICE’s WFM offering empowers its customers to
anticipate business demands and optimize its workforce with
patented AI and machine learning technology
NICE (Nasdaq: NICE) announced it has been named
the market share leader based on number of seats for workforce
management in DMG Consulting LLC’s 2023-2024 Enterprise Workforce
Management Product and Market Report. The report analyzed the
overall functional components of seven vendors that offer WFM
Suites to help companies select the right solution, technology,
functionality, and partner to meet their organization’s current and
future WFM needs.
According to the report, NICE continues to lead market share for
the ninth year in a row, commanding 36.9 percent of the total
number of WFM seats and securing nearly one million more seats than
the closest competitor. NICE gained the most customers, over a
14-month period, with an increase of 13.9 percent, driven by the
increased recognition of the benefits of utilizing workforce
management solutions to improve the customer experience. When
surveyed for overall satisfaction, customers placed NICE in the
highly satisfied range. NICE earned top vendor satisfaction scores
from customers in pricing and achieved perfect scores in
professional services and ongoing service and support.
Survey participants were also asked to rate their satisfaction
in omnichannel forecasting, digital forecasting, omnichannel
scheduling, multi-skill scheduling, real-time adaptive intraday
management, real-time agent adherence, agent self-service,
eLearning/meeting management, vacation/time-off management,
long-term strategic planning, and gamification. NICE was rated
highly satisfied across the board, holding the top scores for
multi-skill scheduling and agent self-service. When asked about WFM
product capabilities, NICE received a highly satisfied overall
rating from customers and earned a perfect score for the ability to
customize/capture KPIs and metrics to measure contact center and
agent performance.
“NICE understands that the employee experience is a critical
factor for CX. Today, businesses must address the critical employee
needs for fair evaluations, flexible scheduling, and effective
tools to deliver exceptional customer experience,” said Barry
Cooper, President, CX Division, NICE. “NICE is combining its
purpose-built AI with its industry leading WFM capabilities to
empower employees to take customer experience to the next level in
the AI era. Our customers’ acknowledgment of the value of our
innovation speaks volumes and I’m pleased to be recognized again as
a market leader by DMG Consulting.”
About DMG Consulting LLC DMG Consulting LLC provides
expert guidance, industry reports, and primary research that guide
the critical decisions made by businesses, technology providers,
and investors in the dynamic and rapidly transforming contact
center and back-office markets. Driving the strategic direction of
the customer experience (CX) is at the core of DMG’s extensive
consultation and collaboration with executives, leaders, and
industry innovators. DMG’s methodologies and in-depth understanding
of people, process, and technology create outstanding business
outcomes and position organizations to deliver the next generation
of customer and contact center experiences in an AI-driven digital
world. Learn more at dmgconsult.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
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/20230927798737/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@nice.com Investors Marty Cohen, +1 551
256 5354, ET, ir@nice.com Omri Arens, +972 3 763 0127, CET,
ir@nice.com
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