NICE Named Market Share Leader in Contact Center Workforce Optimization by DMG Consulting
July 02 2020 - 6:30AM
Business Wire
Demonstrating another strong performance, NICE
acknowledged for growth and innovation through cloud and
analytics
NICE (Nasdaq: NICE) today announced that it has once
again been named market share leader in contact center workforce
optimization (WFO) by DMG Consulting LLC for 2019. NICE
demonstrated a 37.3 percent share in contact center WFO, reflecting
7.7 percent year-over-year growth. A leading independent research
and consulting firm, DMG also acknowledged NICE's leadership
position in several other categories including contact center
recording revenue, direct and indirect sales in WFO, non-contact
center recording, North America market share, service revenues, WFO
and recording solutions and more.
In DMG's report entitled "Contact Center Workforce Optimization
Market Share Report”, NICE retained its leadership in the cloud
hosted SaaS solutions domain with 38.6 percent market share, an
increase of 6.1 percent over the previous year and 16.1 percentage
points more than the nearest competitor. NICE was also recognized
as the market share leader based on total company GAAP revenue with
a 41 percent share of the market for 2019, signifying a 9 percent
growth year-over-year.
In another segment, the analyst firm’s report noted NICE’s
leadership in sales of voice recording solutions with a 48.7
percent market share, a sizeable increase from 28.3 percent in the
previous year and led the closest competitor by 35.1 percentage
points. NICE is also the leader in WFO and recording with 37.3
percent market share, demonstrating growth of 6 percent in 2019
over the previous year.
Donna Fluss, President, DMG Consulting said, “2019
was a strong year for contact center investments. Historically, WFO
solutions have performed well both in good and challenging economic
times. In recent months, many contact centers demonstrated their
agility by rapidly enabling employees to work from home. We hope
that contact center executives will make the necessary changes to
their customer service operations to enable them to
cost-effectively deliver an outstanding customer experience.”
Barry Cooper, President, NICE Enterprise Group, said,
"Customers are increasingly looking for technology solutions that
help their business meet their CX agility needs. DMG’s analysis
once again reflects the increased customer adoption of NICE’s
innovative, flexible and agile WFO solutions. We believe this
report testifies to NICE's role in ensuring continued customer
experience excellence no matter which environment businesses
operate in. We're pleased to have been named the contact center WFO
market share leader by DMG."
To learn more about NICE's WFO solutions, please click here.
For more information about NICE's recording solutions, please
click here.
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 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 Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s 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 Mr. Cooper, are based on the
current beliefs, expectations and assumptions of the management of
NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20200702005191/en/
Corporate Media Christopher Irwin-Dudek, 201-561-4442
chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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