The Mid-Year Report Also Highlighted NICE’s Market Share Dominance in Contact Center Voice Recording
NICE announced it has once again been recognized by DMG Consulting LLC, an independent industry analyst firm, as the Workforce Optimization (WFO) market share leader for the first half of 2019, based on total company GAAP revenue.
According to the 2019 Workforce Optimization Mid-Year Market Share Report, NICE’s market share grew to 41.4%, based on total company GAAP revenue, which was 6.4 percentage points higher than its nearest competitor. This was due to an 11.8% increase in revenue over the same period in 2018. In the contact center voice recording market, NICE continued to dominate with a 45.9% market share, over 26 percentage points higher than its closest competitor. Revenue from this segment also increased, by 4.5%, over the same period in 2018.
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NICE WFO is comprised of tightly integrated solutions, enabling organizations of a variety of sizes to improve their employee engagement, effectiveness and productivity by identifying performance opportunities, delivering targeted coaching and training, forecasting workloads and scheduling staff around business requirements and employee preferences. NICE’s unique Adaptive WFO approach uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, assessments and motivational incentives, based on the individual agent’s unique identity. NICE WFO can be deployed in a cloud environment or on-premise, based on the needs of the customer.
Donna Fluss, President, DMG Consulting said, “Leading WFO vendors have used their large R&D resources to re-think, re-imagine and re-create the market and offerings, providing value-added functionality to enable their enterprise clients to deliver an outstanding customer and employee experience while improving productivity and quality.”
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Barry Cooper, President, NICE Enterprise Groupsaid, “We are pleased to once again be recognized as the WFO market share leader by DMG Consulting. We believe this is a direct result of innovations that help companies become more efficient, engage employees, and deliver unparalleled customer experiences. With the most advanced, AI-driven adaptive technologies available, our WFO suite ensures accurate forecasting and customized processes aligned with business goals. We will continue to deliver WFO solutions that translate advanced technology into solutions that empower our customers.”
DMG Consulting LLC’s Workforce Optimization Mid-Year Market Share Report analyzes revenue, market share and performance of the approximately 38 worldwide contact center WFO suite vendors. The report’s in-depth analysis looks at total company revenue performance and total contact center WFO revenue, as well as recording and quality management, the two core WFO market segments.
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