Israel’s Nice Systems has again been recognized as a worldwide leader in the contact center Workforce Optimization (WFO) market by DMG Consulting LLC. This is the fifth consecutive year that NICE has been positioned as the top Contact Center WFO vendor, holding the greatest market share for this sector, which includes contact center recording.
In the contact center WFO segment, NICE holds a 40.6 percent market share based on revenue, as of 2014, according to DMG’s 2015 Contact Center Workforce Optimization Market Share Report. NICE has also retained its leadership in providing contact center recording solutions (41.4 percent) based on revenue, with a market share more than double its nearest competitor.
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Taking a broader view, the DMG report looked at the total WFO and recording (excluding video and non-contact center) market, noting that NICE remains in the leadership position for this sector based on revenue.
The DMG 2015 Contact Center Workforce Optimization Market Share Report analyzes the revenue and market shares of approximately 45 WFO vendors worldwide. Included companies were those with offerings that include four or more of the ten modules generally found in WFO suites: quality assurance, workforce management, performance management, voice of the customer/surveying, speech analytics, text analytics, desktop analytics, coaching, eLearning, and call recording.
“Workforce optimization remains a stellar performer in the contact center market, ” said Donna Fluss, President of DMG Consulting LLC. “This is true in both good and bad economic times because WFO vendors are not sitting back and accepting the typical fate of maturity. Instead, these vendors are investing in their core solutions to improve them and deliver innovation to the market.”
Miki Migdal, President of the NICE Enterprise Product Group, said: “Our WFO market position is a direct result of our ongoing innovation. We are heavily investing in our solutions to improve employee engagement by providing frontline staff with greater visibility and clarity. The result is a highly engaged and motivated service organization that is able to create perfect customer experiences.”
NICE’s WFO contact center suite contains all 10 modules to help their customers evaluate and improve all aspects of the customer experience: recording, coaching, e-learning, performance management, surveying, speech analytics, workforce management, desktop analytics, text analytics and a WFO back-office suite.