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NICE leads WFM market for the ninth consecutive year

NICE's Workforce Management leads market share for the ninth consecutive year in DMG Consulting's 2023-2024 Enterprise WFM Product and Market Report. 

The report analysed the overall functional components of seven vendors that offer WFM Suites to help companies select the right solution, technology, functionality, and partner to meet their organisation's current and future WFM needs.

According to the report, NICE continues to lead market share for the ninth year, commanding 36.9% of the total WFM seats and securing nearly one million more seats than the closest competitor. 

Moreover, NICE gained the most customers over 14 months, with an increase of 13.9%, driven by the increased recognition of the benefits of utilising WFM solutions to improve the customer experience (CX). 

When surveyed for overall satisfaction, customers placed NICE in the highly satisfied range. NICE earned top vendor satisfaction scores from customers in pricing and achieved perfect scores in professional services, ongoing service, and support.

Survey participants were also asked to rate their satisfaction in omnichannel forecasting, digital forecasting, omnichannel scheduling, multi-skill scheduling, real-time adaptive intraday management, real-time agent adherence, agent self-service, eLearning/meeting management, vacation/time-off management, long-term strategic planning, and gamification.

NICE was rated highly satisfied across the board, holding the top scores for multi-skill scheduling and agent self-service. 

When asked about WFM product capabilities, NICE received a highly satisfied overall rating from customers. It earned a perfect score for the ability to customise/capture key performance indicators (KPIs) and metrics to measure contact centre and agent performance.

Over 25,000 organisations in over 150 countries, including more than 85 Fortune 100 companies, partner with NICE to transform and elevate customer interactions.

Barry Cooper, President of CX Division, NICE, says: "NICE understands that the employee experience is a critical factor for CX. Today, businesses must address the critical employee needs for fair evaluations, flexible scheduling, and effective tools to deliver exceptional customer experience." 

"NICE is combining its purpose-built AI with its industry leading WFM capabilities to empower employees to take customer experience to the next level in the AI era."

"Our customers' acknowledgement of the value of our innovation speaks volumes, and I'm pleased to be recognised again as a market leader by DMG Consulting," says Cooper. 

DMG Consulting LLC provides guidance, industry reports, and primary research that guide the critical decisions businesses, technology providers, and investors make in the dynamic and rapidly transforming contact centre and back-office markets. 

Driving the strategic direction of the customer experience (CX) is at the core of DMG's extensive consultation and collaboration with executives, leaders, and industry innovators. 

DMG's methodologies and in-depth understanding of people, processes, and technology seek to create outstanding business outcomes and position organisations to deliver the next generation of customer and contact centre experiences in an AI-driven digital world. 

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