NICE Maintains Its Top Position as CC Workforce Optimization Market Share Leader, According to DMG
Consulting
Recent analyst report also shows that NICE achieves clear WFO market share leadership for non-security
deployments
NICE Systems (NASDAQ: NICE) announced today that it has been acknowledged by DMG Consulting LLC as the worldwide leader
in contact center WFO, with 40.3% of the market share. NICE was also recognized as the WFO market share leader for non-security
deployments, garnering 38.5 percent of the market.
NICE WFO continues to lead and re-define the workforce planning, management and engagement environment with solutions such as
Adaptive WFO. Enabling organizations to better assess agents, through the creation of a persona that captures their metrics,
attributes and preferences, to both empower them and management to achieve superior contact center performance.
The DMG Consulting 2016 Contact Center Workforce Optimization Market Share Report addressed 2015 revenue and market shares for
all vendors worldwide who have a contact center workforce optimization suite which includes at least four of the following 11
applications: recording, quality assurance/quality management, contact center performance management, surveying/voice of the
customer, workforce management, speech analytics, text analytics, desktop analytics, gamification, coaching and eLearning.
According to the report, customer journey analytics is starting to gain traction as another standard component of these suites.
NICE’s WFO contact center suite offers all 12 of these modules in addition to a WFO back-office suite to help their customers
evaluate and improve all aspects of the customer experience.
Donna Fluss, President of DMG Consulting:
“We are in the midst of the “big data” revolution. The data is available and the WFO solutions are an important source of
information. It is now a question of how to use this data to achieve top enterprise servicing goals, specifically to provide an
outstanding customer experience, make it easy for customers to conduct business and to deliver personalized service cost
effectively.”
Miki Migdal, President of the NICE Enterprise Product Group:
“DMG’s recognition confirms our continued leadership role in the contact center WFO market. We are proud of our capability to
deliver the best Workforce Optimization and Workforce Management solutions available, which is fueled by our commitment to help
companies provide exceptional customer service. Our agent-centered WFO solutions engage and empower employees, driving performance and reducing attrition, which are
key for successful contact center operations.”
About NICE Systems
NICE Systems is the worldwide leading provider of enterprise software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and unstructured data. NICE solutions help the world’s largest organizations
deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE Systems' marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform
Act of 1995. Such forward-looking statements, including the statements by Mr. Migdal, are based on the current expectations of the
management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from those described herein, including but not limited to the
impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting
uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely
develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired
operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and
uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange
Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are
made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by
law.
NICE Systems
Corporate Media Contact
Erik Snider, +1 877-245-7448
erik.snider@nice.com
or
Investors
Marty Cohen, +1 212-574-3635, ET
ir@nice.com
or
Yisca Erez, +972 9 775 3798, CET
ir@nice.com
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