NICE WFM Chosen as One of the Top 10 Contact Center Technologies of 2017

The NICE Workforce Management solution was selected by contact center professionals for its unique capabilities to drive performance across an organization.

June 29th, 2017

Hoboken, N.J., June 29, 2017 – NICE is pleased to announce that Call Centre Helper, the leading call center magazine, has named NICE Workforce Management (WFM) as a Top 10 Contact Center Technology Award recipient for 2017.

Jonty Pearce, editor of Call Centre Helper, explained, "These awards are voted on not by a panel of 'experts,' but by real life contact centers that are using the technology. During the voting process, voters provided detailed comments clearly showing what customers love about the technology. NICE Workforce Management was particularly singled out for being simple, easy and flexible, as well as for its broad applicability across sectors and operational environments."

NICE WFM is a proven solution, in use by approximately 2.4 million people in over 3,100 organizations worldwide. These include companies in the financial, telecommunications, healthcare, insurance, travel, utilities and retail sectors, among others. As noted by Call Centre Helper, NICE WFM has been able to adapt to this wide variety of operational needs, labor rules, and specific environments due to a high level of configurability and rich features. Along with integrated capabilities and a unified administration, this flexibility has provided NICE WFM customers with both solution scalability and application stability.

With NICE WFM, organizations are able to identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff, as well as motivate frontline employees to optimal performance. Call Centre Helper lauded NICE WFM for offering:

  • The most advanced multi-site and multi-skill solution on the market, including a multi-skill simulator.
  • The most robust collection of employee self-service tools.
  • The best long-term planning module embedded in the core technology, including the broadest spectrum of change management tools.
  • Real-time adherence visibility, for the most effective immediate decisions.
  • Multichannel support.
  • Low total cost of ownership.
  • The most experienced educational services staff.
     

John O'Hara, president of NICE EMEA:
"We are honored to be recognized by so many call center professionals for providing comprehensive solutions that add great value to their businesses. Customer satisfaction and loyalty are true indicators of the strength of our WFM solution. By bringing robust data collection, automation and advanced Voice of the Customer analytics into daily workforce management operations,​ NICE WFM is reinventing customer service, improving productivity and increasing employee engagement every day in the contact center industry."

About NICE
NICE is the worldwide 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.

Corporate Media Contact
Ilana Hart, +972-9-775-3818, ilana.hart@nice.com

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