GoResponse Telephone Answering Service Staff

NICE expands reach in workforce optimisation market

 Business people with headsets using computers in officeNICE is continuing to expand its reach within the Workforce Optimisation (WFO) solutions sector. Figures show that the firm has grown its market share to more than 41 per cent as more and more call centres utilise its tools to provide consumers with better services.

The news came as NICE revealed the latest information from DMG Consulting LLC. According to the mid-year market report, NICE now holds a 41.5 per cent market share in the WFO sector and a 41.1 per cent share in the contact centre voice recording industry.

The firm has gone from strength to strength, crafting a tightly integrated bundle of solutions that allow telephone answering services to boost agent productivity, provide targeted coaching, identify performance gaps, schedule staff and effectively forecast workloads. By optimising these processes, brands can provide call centre customers with a better service.

NICE President of Enterprise Product Group Miki Migdal said: “We are proud of our success in further expanding our market share, as customers have embraced our vision for employee engagement and Adaptive WFO. We will continue to innovate and lead the market in the area of workforce optimisation as we recognise the dynamics shaping the performance, experience and expectations of both the workforce and consumers.”

Meanwhile, DMG President of Consulting Donna Fluss revealed that the call centre market for WFO is currently at a critical juncture. This is because instead of solely focussing on agent performance, many firms are increasingly relying on analytics to identify consumer needs and wants.

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