NICE again gets top honour as Leader in Workforce Management

With a market share of 22 per cent based on the number of seats, NICE Systems has announced that it has once again been recognized as the market leader in contact center workforce management by DMG Consulting LLC. For six consecutive years, NICE has been the market share leader, according to DMG’s Contact Center Workforce Management reports.

According to DMG’s 2013 Contact Center Workforce Management Market Report, NICE was ranked for the second consecutive year as the top vendor for customer satisfaction across ten categories measuring vendor satisfaction: product, implementation, service and maintenance, training, professional services, innovation, responsiveness to product enhancement requests, communication, pricing, and overall vendor satisfaction.

Benny Einhorn, Chief Marketing Officer, NICE, said, We are pleased to once again be recognized as a leader in DMG’s 2013 Contact Center Workforce Management Market Report. Achieving top vendor status for product satisfaction as well as receiving top scores for our implementations and professional services is a testament of our commitment to providing customers with flexible and comprehensive workforce management solutions and services that can be adapted to their particular business environment. As the complexity of today’s contact centers continues to grow, we are enabling our customers to successfully meet their service objectives.

NICE IEX Workforce Management solutions have been designed to address the needs of multi-site, multi-skill and multi-channel call centers. They also effectively manage daily activity and boost inbound sales revenue.