NICE Leads Market Share for WEM Globally Related Articles WEM or WFO? What’s the Difference, and Why Does It Matter? High-Performance Contact Centres Begin With the Right WEM Suite NICE Named Market Share Leader Workforce Management vs Workforce Optimization – What’s the Difference? © metamorworks - Shutterstock - 2058573251 Filed under - Contact Centre News, NICE NICE has been recognized in DMG Consulting LLC’s contact centre Workforce Optimization/Workforce Engagement Management Market Share Report as the market share leader in total workforce optimization (WFO)/Workforce Engagement Management (WEM). DMG’s report analyzes the revenue, market share, and execution of 36 global WFO/WEM suite vendors for the fiscal year 2021. According to the DMG report, NICE was the market share leader for sales of WFO/WEM solutions, quality management, and total workforce management NICE is the market leader in sales of WFO/WEM solutions with a market share of 33.4 percent. DMG Consulting noted the increase was driven in large part by strong sales of their cloud-based offerings, including NICE CXone contact centre infrastructure solutions. This announcement reinforces NICE WEM’s leadership position and joins the additional recognitions it has received from industry-leading analysts for its vision, execution, and adaptability with CXi. NICE WEM optimizes efficiencies by identifying performance improvement opportunities, enhances scheduling by factoring in employee preference with business needs, utilizes AI forecasting to ensure accurate staffing needs are met, improves agent productivity, provides personalized engagement with gamification options, and delivers employee personalized training and coaching with Enlighten AI. Barry Cooper, President, CX Division, NICE, said, “We are thrilled to be recognized by DMG Consulting as the WFO/WEM market share leader and will continue to focus on innovating solutions to improve our Workforce Engagement suite for organizations and agents to not only succeed but exceed expectations.” This blog post has been re-published by kind permission of NICE – View the Original Article For more information about NICE - visit the NICE Website About NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business. Find out more about NICE Author: NICE Published On: 4th May 2023 Read more about - Contact Centre News, NICE Recommended Articles WEM or WFO? What’s the Difference, and Why Does It Matter? High-Performance Contact Centres Begin With the Right WEM Suite NICE Named Market Share Leader Workforce Management vs Workforce Optimization – What’s the Difference? Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter