Ranked as WFM market share leader for 12th consecutive year, NICE rated the sole recipient of perfect customer satisfaction scores for supporting AI and ML enablement and mitigating pandemic related impacts
NICE (Nasdaq: NICE) today announced that it has been recognized as the market share leader in Workforce Management (WFM) for the 12th consecutive year based on seats by DMG Consulting LLC, a leading independent industry analyst firm. NICE has market share leadership with 32.1 percent for the period ending December 31, 2020, up 2.2 percentage points over the previous year; and also received the highest average product satisfaction score of 4.92 from customers. Customers surveyed in DMG Consulting’s annual ‘Workforce Management Product and Market Report’ presented NICE with perfect scores for overall vendor satisfaction, product and pricing.
NICE was the only featured player to receive a perfect customer satisfaction score for supporting AI and machine learning enablement and mitigating pandemic related impacts in DMG’s latest WFM report. Additional product capabilities NICE received top customer satisfaction scores for include support the unique requirements of each voice and digital channel, accurately forecast and efficiently schedule blended omnichannel and multi-skill environments, make automated intraday staffing adjustments based on real-time conditions, monitor and report real-time adherence for agents that dynamically move between voice and digital channels, calculate and apply shrinkage automatically, and streamline and automate administrative processes.
Also noteworthy amongst the top customer satisfaction ratings NICE received was a perfect 5.0 across nine vendor satisfaction categories including product, implementation, professional services, ongoing service and support, product innovation, responsiveness to product enhancement requests, vendor communication, pricing, and overall vendor satisfaction.
Donna Fluss, President, DMG Consulting, said, “New-gen WFM suites are AI-enabled and designed to meet the needs of omnichannel and multi-skill servicing environments, multinational enterprises and digital natives, and the up-and-coming Gen Z workforce. Artificial Intelligence, ML and intelligent automation are key enablers of these vastly improved WFM solutions.”
Barry Cooper, President, NICE Workforce & Customer Experience Group, said, “Nothing speaks louder than the impressions of our customers. To be the only player to receive a perfect score for mitigating pandemic related impacts speaks of our ability to support our customers in the moments that matter.”
DMG Consulting LLC’s annual ‘WorkforceManagement Product and MarketReport’ comprehensively analyzes the WFM market, solutions and product suites. The analysis provides an in-depth review of WFM suites, including core forecasting and scheduling, intraday management, real-time adherence, time-off management, self-service and reporting capabilities, along with a variety of value-added and optional modules.
NICE WFM streamlines, automates and optimizes scheduling for agents and supervisors. This improves agent satisfaction by speeding up turnaround time while simplifying supervisors’ lives through auto-approval and easier access to agent requests. By moving from a manual system to NICE WFM’s automated offering, companies benefit from increased occupancy and shrinkage calculations, which in turn improves reporting accuracy and forecasting.
