Workforce Optimization Featured Article

Frost & Sullivan Says Very NICE

June 20, 2017



A nice pat on the back, or “That a boy” as it were, is nice from time to time. It’s nice to know when expectations are exceeded and the products and services provided are done so in an exceptional manner. In technology, this type of attention comes from independent analysts. Today, Frost & Sullivan (News - Alert) announced it is honoring NICE with the 2017 North America Frost & Sullivan Award for Product Line Strategy Leadership.

When Frost & Sullivan speaks, people listen. After its most recent roundup of the contact center market, it was clear that, with its robust intellectual property assets and comprehensive portfolio of offerings, NICE easily separated from the pack. From call recording and quality monitoring to analytics, NICE has proved to be a top performer in recent years with today’s announcement serving to cement its market leadership.

“NICE's product line addresses the needs of customers across the spectrum, from complete and feature-rich enterprise offerings, to cost-efficient, easy to use packages for the small- and medium-sized business (SMB) market,” said Frost & Sullivan Principal Analyst, Digital Transformation. “Most importantly, its product line boasts lower complexity, intuitiveness and costs to address all areas of the market, not just enterprise.”

The NICE portfolio offers a cornucopia of tools to upgrade operations. Starting with its suite of Workforce Optimization solutions leveraging analytics to better manage the contact center, NICE supports the entire customer journey and contact center compliance.

Frost & Sullivan pointed out two new releases from the workforce optimization firm that reside on the cutting edge of the industry. EvolveWFM is a future-forward workforce management solution targeting SMBs that provides automated forecasting, scheduling and real-time adherence with minimal effort required from a firm’s IT team. The second release, NPM Essentials, acts as your ambassador to simplicity. This performance management solution comes pre-configured and pre-integrated so you can hit the ground running at a pocket-friendly price.

“A well-known global brand, NICE serves 80% of the Fortune 100 companies, and more than 25,000 organizations in the enterprise as well as security industries in more than 150 countries,” noted Ms. Jamison. “This success was possible due to its broad product portfolio that serves customers' needs for quality, functionality and price/performance value across the contact center market.”

The comprehensive portfolio NICE brings to bear offers companies the ability to customize and take advantage of integration options and third-party vendors to meet customer need.

In the business of keeping customers happy, few offer such a robust suite of products to appropriately arm contact center agents and management as NICE. Frost & Sullivan has taken notice, have you?

NICE job.




Edited by Alicia Young
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