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.”