Overview
NiCE has earned the Metrigy MetriStar Top Customer Sentiment Award for Workforce Engagement Management (WEM) Suites, determined by customer ratings of providers’ performance across a variety of product areas. NiCE offers NiCE CXone WEM, a comprehensive AI-powered cloud suite that integrates workforce management, quality management (QM), and performance tools to boost agent engagement and operational efficiency.
Product Category
Workforce Engagement Management Suites: WEM suites include applications, data, and analytics for continuously improving the efficiency of contact center staff and operations. These suites include applications such as QM, call/screen recording, analytics (sentiment, agent, and predictive), workforce management (WFM), gamification, desktop and performance management, task management, and recruiting/onboarding. Artificial intelligence works with WEM applications to analyze agent performance on all calls, and to improve accuracy of schedule and capacity management requirements. Organizations may buy one-off applications or a full portfolio from a WEM provider.
Award Description
MetriStar recognitions are as follows:
- MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and that received at- or above-average customer sentiment ratings
- Top Business Success – Highlights providers whose customers realized the most substantial business success metric improvements
- Top Customer Sentiment – Highlights providers whose customer sentiment scores are at or above average
