Overview
The ISG Buyers Guide™ for Workforce Engagement Management evaluates 35 software providers offering products that support workforce management, quality management, coaching and AI-enabled optimization. NiCE scored an Exemplary rating and the highest overall grade in the report: B++.
Product Category
Workforce Engagement Management (WEM): ISG Research defines workforce engagement management as the integrated set of applications used to support and optimize contact center employees. It includes capabilities available both as standalone applications and integrated platforms, including workforce management, quality management, interaction analytics, performance management, coaching, agent guidance, knowledge support and agent desktop capabilities that shape the day-to-day employee experience.
Award Description
ISG Research classifies software providers into one of four ratings based on their weighted performance in Product Experience (80%), and Customer Experience (20%).