NICE recognised as global leader in the WFM market

NICE has once again been recognised as the global market leader in the contact centre workforce management (WFM) market by DMG Consulting LLC, with a market share of 23.7 percent, based on the number of seats.

The DMG report, which was issued in May, shows that NICE’s WFM market share is up from last year’s 22.5 percent, placing NICE in first place for the fifth consecutive year.

“2011 was an outstanding year for the contact center workforce management market,” said Donna Fluss, President of DMG Consulting. “End-user interest in WFM solutions is at an all-time high, coming from both first-time adopters who are finally looking to automate their labor-intensive manual processes, as well as long-time WFM users who are adding seats or replacing an existing solution that has been outgrown.”

According to DMG’s 2012 Contact Center Workforce Management Market Report, NICE was ranked as the top vendor for customer satisfaction, which was evaluated on the basis of nine categories, including product, implementation, service and maintenance, training, professional services, innovation, communication, pricing, and overall vendor satisfaction. NICE was the only vendor to receive a perfect rating of “completely satisfied” in any category. NICE received this perfect score for implementation, training, professional services, innovation, communication, and overall satisfaction.

NICE has tailored various WFM solutions as part of its commitment to help its customers achieve measurable ROIs. NICE solutions are helping its customers increase agent productivity, enhance agent performance through training, strengthen customer loyalty, and bolster inbound sales revenue.

“We are very pleased to once again be recognized as the leader in the workforce management market and to have widened the gap from the second-place vendor,” said Benny Einhorn, Chief Marketing Officer at NICE. “In addition to having the largest share of the market, we also achieved top vendor status in customer satisfaction. The findings in this report are a reflection of the quality of our products and our commitment to the success of our customers.”