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NICE has been recognised as the market share leader in workforce management (WFM) for the tenth consecutive year. The accolade comes from DMG Consulting LLC's 2024 Workforce Management for the Enterprise in the Digital Era report.
The report indicates that NICE commands 33 per cent of the total WFM seats, which is over 750,000 more seats than the next closest competitor. This sustained leadership in market share reflects NICE's consistent performance and innovation in the industry.
NICE's workforce engagement management (WEM) solutions, which include its flagship NICE WFM, have been pivotal in managing customer experience (CX) workforces in an increasingly digital era. Leveraging its proprietary artificial intelligence, NICE Enlighten, the company has enhanced employee performance and streamlined workflows for businesses operating digital and blended contact centres. NICE's True-To-Interval (TTI) feature, along with Inventory Insights, has been instrumental in deconstructing back-office tasks into common planning intervals, thus enabling efficient staffing and scheduling across contact centre and back-office employees.
Donna Fluss, president of DMG Consulting LLC, commented on the rapid pace of innovation in the WFM market over the past five years. She noted, "Artificial intelligence, the cloud, digital channels, and adoption outside of contact centres are driving reinvention and growth of the WFM market. Enabled by the processing power of the cloud, today's next-gen WFM solutions make real-time suggestions and changes in forecasts and schedules, reducing administrative and staffing costs while improving the customer experience and enhancing employee engagement."
Barry Cooper, president of the CX division at NICE, highlighted the challenges posed by digital advancements to traditional WFM methods. He stated, "As the needs of CX organisations have evolved dramatically, digital advancements have posed a profound challenge to traditional WFM methods. NICE WFM rises to this challenge with Enlighten AI and TTI, enabling organisations to meet digital staffing demands, including asynchronous ones. With NICE WFM, companies can efficiently handle both front- and back-office operations, creating a seamlessly integrated, blended work environment and empowering employees with flexibility and control over their schedules."
