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 MarketReport' 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.
