Workforce Management Community
  • Home
  • latest content   
    • Featured Articles
    • Latest News
  • Resources   
    • E-Book: The Benefits of Workforce Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Workforce Management
    • Infographic: Forecasting Trends In The Contact Center
  • Contact Us
  • RSS Feeds
  • Home
  • Featured Articles
  • Latest News
  • Resources   
    • E-Book: The Benefits of Workforce Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Workforce Management
    • Infographic: Forecasting Trends In The Contact Center
  • Contact Us
  • RSS Feeds

Workforce Management Featured Article

April 21, 2021

NICE Ranked as WFM Market Share Leader in DMG Consulting Report


By Tracey E. Schelmetic, Workforce Management Contributor

If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. WFM optimizes the productivity of a contact center’s employees by managing internal processes such as hiring, training, and scheduling. Essentially,  workforce management is a collection of processes designed to ensure the right number of agents with the right skills are scheduled to work at the right time.


NICE has been a pioneer in workforce management, and this week, the Israel-based company announced that it has been recognized as the market share leader in Workforce Management (WFM) for the 12th consecutive year based on seats by analyst group DMG Consulting LLC. 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.

In additional good news for NICE, the company 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” gave NICE perfect scores for overall vendor satisfaction, product and pricing. It was the only company evaluated in the DMG report to receive a perfect customer satisfaction score for supporting artificial intelligence (AI) and machine learning enablement and mitigating pandemic related impacts.

NICE also received top satisfaction scores in several other categories, including supporting the unique requirements of each voice and digital channel, accurately forecasting and efficiently scheduling blended omnichannel and multi-skill environments, making automated intraday staffing adjustments based on real-time conditions, monitoring and reporting real-time adherence for agents that dynamically move between voice and digital channels, calculating and applying shrinkage automatically, and streamlining and automating administrative processes.

"Nothing speaks louder than the impressions of our customers,” said Barry Cooper, President of NICE Workforce & Customer Experience Group, in a statement. “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.”




Edited by Luke Bellos



SHARE THIS ARTICLE

Tweet
Share


HOME

CALL FOR CONTENT




Cloud vs. Premise vs. Hosted: Differences, IT Costs and Benefits

The Ultimate Guide to Contact Center Shrinkage

Contact Center Forecasting and Scheduling Best Practices

7 Tips for More Effective Contact Center Scheduling


Case Studies

  •  Success Story: The Human Services Agency of San Francisco
  •   Success Story: Club Med
  •  Success Story: GECU Credit Union

DEMOS

  • How to monitor schedule adherence in real-time with Monet WFM
  • More accurate forecasting of call volumes and agent workloads with Monet WFM
  • How to create more efficient call center schedules with Monet WFM

Follow Us

QUICK LINKS

  • HOME
  • FEATURED ARTICLES
  • LATEST NEWS
  • CONTACT US
  • CALL CENTER MANAGEMENT
  • CALL CENTER SCHEDULING

WORKFORCE MANAGEMENT

Cloud-based Workforce Management (WFM) software from Monet Software helps call centers streamline forecasting, scheduling and agent adherence, resulting in improved service levels and better cost management.

Powered By Technology Marketing Corp. © 2025 Copyright. Ph: (800)-243-6002 (203)-852-6800 | Contact TMC