NICE WFM Leads Market Share For 11th Straight Year in DMG Consulting’s 2025 Workforce Management for the Enterprise in the Digital Era Report

NICE announced it has been named the overall market share leader based on number of seats for workforce management in DMG Consulting LLC’s 2025 Workforce Management for the Enterprise in the Digital Era report. According to the report, NICE continues to lead market share for the eleventh year in a row, commanding 33.8% percent of the total number of WFM seats and securing over 625,000 more seats than the closest competitor.

NICE CXone Mpower is the industry’s leading AI platform for customer service automation. Part of the CXone Mpower suite, NICE’s workforce engagement management (WEM) solutions, which include NICE workforce management (WFM), enable organizations to maximize employee performance and satisfaction. CXone Mpower WEM is reshaping the workforce experience, empowering teams, maximizing performance and rippling out to transform customer experience. NICE WFM anticipates business demands and optimizes the workforce with the industry’s most intelligent and accurate omnichannel forecasting engine.

“Enabled by AI, the market is moving toward hyper-personalizing experiences for employees as well as customers, since what motivates one person may be completely different from what drives another. Some individuals want to select their working hours, others prefer to be assigned fixed shifts so they don’t have to decide, and part of the workforce would like a combination of both approaches,” said Donna Fluss, President, DMG Consulting LLC. “This level of hyper-personalization wasn’t an option in the past but is now a necessity, as managing their own schedule is one of the most important criteria for multiple generations of employees.”

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