RA’ANANA, ISRAEL, May 21, 2012 - NICE (NASDAQ: NICE) announced today that it has once again been recognized as the worldwide leader in the contact center Workforce Optimization (WFO) market by DMG Consulting LLC. NICE stands out as the clear leader with a 41.3 percent market share for the first half of 2011 in the latest DMG report, “Quality Management/Liability Recording (Workforce Optimization) Product and Market Report 2011-2012.”
The report states that, “Due to NICE’s excellent and sustained performance in recent years, they are currently considered the contact center WFO leader…”
The report, which reviews the offerings of approximately 45 vendors worldwide who offer a suite of products including call recording and quality assurance, noted that NICE market share rose three percent from the first half of 2010.
“Being recognized as having the leading position for product and execution is particularly significant,” commented Benny Einhorn, Chief Marketing Officer at NICE. “We believe it reflects NICE’s in-depth understanding of our customers’ needs to impact every customer interaction for better business, as well as our ability to deliver superior solutions to meet those needs.”
”The Workforce Optimization market will remain strong for the next three years, with cloud-based WFO offerings on the rise,” said Donna Fluss, President of DMG Consulting. “The contact center segment of the WFO market showed a healthy growth rate of 7.9% between the first half of 2010 and 2011. NICE was the largest contributor to this growth.”
NICE offers a WFO contact center suite that contains 10 modules for full customer experience: recording, coaching, e-learning, performance management, surveying, speech analytics, workforce management, desktop analytics, text analytics and a WFO back-office suite.
“The ability to shape an interaction in real time is a key component in maximizing the value of customer interactions and driving improvement across the enterprise,” added Einhorn. “NICE enables an organization to be best prepared for that decisive moment with a suite of WFO solutions, including recently acquired closed-loop performance management and Voice of Customer feedback solutions from Merced and Fizzback.”
