The Gartner report states that “Interest in contact center workforce optimization (WFO) is increasing as organizations are drawn to the associated value proposition.” Furthermore, ”the ability for a WFO solution to improve operational efficiency and at the same time drive interaction effectiveness is a key "win win" for contact centers under pressure to deliver a positive customer experience and potentially increase revenues, without relaxing efficiency goals.”
As defined by Gartner, “contact center WFO combines technologies from several previously siloed functional domains to provide incremental business value. Key functional domains include Workforce Management (WFM, call recording and Quality Management (QM), coaching and e-learning, performance management, and interaction analytics.”
The report evaluated NICE for “completeness of vision,” which is based in part on market understanding and innovation. NICE was also evaluated for its “ability to execute,” based in part on the product and service functionality and customer experience. Furthermore, Gartner’s evaluation placed additional emphasis “on the degree of integration and workflow across the product/service functional domains,” which was “essential for inclusion within the quadrant.”
Benny Einhorn, Chief Marketing Officer at NICE, said, "We are pleased to be acknowledged as a Leader. We believe that this is a testament to the unique value add we provide organizations in extracting intent from customer interactions, deriving key business insights, and delivering a powerful impact on performance. Furthermore, we see this as a validation of our strategy to provide packaged business solutions that address specific, key issues such as customer loyalty and retention. It is also a reflection of NICE’s extensive understanding of our customers’ needs, as we continue to deliver a broad offering. This includes high-end solutions as well as enterprise-grade products for the SMB market, a variety of deployment options including on-premise and hosted. It also includes advanced capabilities such as real-time performance optimization, while delivering the benefits of the latest technologies such as cloud computing.”
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