October 13, 2023
NICE
NICE (Nasdaq: NICE) announced it has been named the market share leader based on number of seats for workforce management (WFM) in DMG Consulting LLC’s 2023-2024 Enterprise Workforce Management Product and Market Report. The report analysed 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 organisation’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 per cent 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 per cent, driven by the increased recognition of the benefits of utilisingWFM solutions to improve the customer experience (CX). 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 customise/capture key performance indicators (KPIs) and metrics to measure contact centre and agent performance.
Barry Cooper, President, CX Division, NICE, said, “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.
“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 recognised again as a market leader by DMG Consulting.”
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 centre 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 organisations to deliver the next generation of customer and contact centre experiences in an AI-driven digital world. Learn more at dmgconsult.com.
With NICE (Nasdaq: NICE), it’s never been easier for organisations 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 centre – and beyond. Over 25,000 organisations 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.
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