The independent analyst firm’s ‘Workforce Management Product
and Market Report‘ also cited NICE WFM’s top scores for
leveraging artificial intelligence and machine learning
HOBOKEN, N.J.–(BUSINESS WIRE)–NICE (Nasdaq: NICE) today announced that it has once again been
recognized by independent industry analyst firm, DMG Consulting LLC, as
the market share leader for Workforce Management (WFM) based on the
number of seats which grew 9.4% year over year. In addition, the annual
‘Workforce Management Product and Market Report’ noted that NICE
received the top score in customer satisfaction for product innovation,
as well as perfect scores from customers for streamlining administrative
processes and for the use of artificial intelligence and machine
learning to improve output.
DMG Consulting’s report, which focuses on NICE
Workforce Management, states that NICE received top marks from
customers for seven elements of its WFM solution, specifically
vacation/time-off management, budgeting/cost management,
timekeeping/payroll management, back office/branch functionality,
mobility features, workspace allocation and gamification.
“Today’s workforce mandates scheduling flexibility, work-life balance
and agent autonomy to self-serve and self-manage. Today’s customers
require omni-channel support and personalized service. Contact centers
need to address operational requirements, satisfy employee needs and
meet customer expectations, while managing costs,” noted Donna Fluss,
President, DMG Consulting. “Al and automation are driving critical
changes to WFM solutions to address these opportunities and more.”
DMG Consulting LLC’s annual ‘Workforce Management Product and
Market Report’ comprehensively analyzes the WFM market, solutions
and product suites. The analysis provides an in-depth review of WFM
suites including core forecasting and scheduling, intraday management,
real-time adherence, time-off management, self-service and reporting
capabilities, along with a variety of value-added and optional modules.
“To be recognized for a decade as the WFM market share leader by DMG
Consulting is a great honor,” Barry Cooper, President, NICE
Enterprise Group said. “This clearly demonstrates how NICE Workforce
Management continues to lead the market in helping companies optimize
their workforce engagement. We continue to innovate in WFM as
demonstrated by our advanced, AI driven adaptive technology.”
NICE
WFM streamlines, automates and optimizes scheduling for agents and
supervisors. This improves agent satisfaction by speeding up turnaround
time while simplifying supervisors’ lives through auto approval and
easier access to agent requests. By moving from a manual system to NICE
WFM’s automated offering, companies benefit from increased occupancy and
shrinkage calculations, which in turn improves reporting accuracy and
forecasting.
About NICE
NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions. 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, may, will, intend,
project, 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 the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; 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; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. 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 Securities and Exchange Commission, 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.
Contacts
Corporate Media Contact
Christopher Irwin-Dudek,
201-561-4442, [email protected]
Investors
Marty Cohen, +1 551 256 5354, ET, [email protected]
Yisca
Erez, +972 9 775 3798, CET, [email protected]
