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DMG: NICE is Contact Center WFO Leader

June 29, 2017

NICE is the contact center workforce optimization solution leader, according to a new report by DMG Consulting LLC. The first says NICE also now occupies the top spot among WFO solutions providers in terms of total company GAAP revenue.

DMG Consulting also breaks down NICE’s market share in four different categories. It owns 41.9 percent of the contact center WFO space, according to DMG Consulting. NICE holds a 40.7 percent share of the total WFO and recording market, excluding security and video, the consulting firm reports. It has captured 30.7 percent of the total workforce management market opportunity, according to the 2017 Contact Center Workforce Optimization Market Share Report. And NICE has a 39.2 percent share of the cloud/hosted/software as a service space in this realm.

What’s more, Miki Migdal, president of the NICE Enterprise Product Group, says that the company has been able to replace 100 WFO solutions from its competitors as a result of integrating its analytics-driven WFO applications with the inContact Customer Interaction Cloud.

 “The opportunities for [WFO] vendors who are agile and respond to the changing times are great, but it can’t be business as usual,” said Donna Fluss, DMG Consulting’s president. “The addressable market for WFO capabilities is very large and expanding, but to capture new business, WFO vendors will need to transform their companies, strategies, products and resources.”

Earlier this month DMG Consulting named Verint Systems Inc. as the top workforce optimization solution provider in the back office/branch sector based on sales. The new 2017 Contact Center Workforce Optimization Market Share Report puts Verint’s WFO share in the back office/branch sector market at 62 percent. And the report says that the U.S. back office market has more than 2.5 times the number of employees than the front office.

Edited by Alicia Young