NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision. We feel this positioning is due to significant growth, large market share, and innovation leadership in product development by NICE and believe it highlights the enterprise as paving the way in the Workforce Engagement Management category. NICE continues to build upon their leadership position as a provider of customer engagement solutions that enable organizations to deliver an effortless, consistent and personalized experience. This latest recognition in Gartner’s inaugural report highlights the forward-thinking strategy NICE employs. The Workforce Engagement Management (WEM) space (also known as Adaptive WFO) is taking shape as an evolution out of the Workforce Optimization category as companies aim to do more than simply review interactions or seek to maximize efficiency. WEM delivers interaction quality management while ensuring employee engagement is a focal point. NICE leads the WEM space with their fleet of products that drive actionable insights to improve the customer experience, gain operational efficiency, and improve the employee experience through a single provider.
These WEM capabilities have been active within the inContact Customer Interaction Cloud over the past year. From engagement focused on-boarding to coaching, this new level of employee focused products continues to build on the principle that our employees are our most important asset. Engaged teams can experience lower attrition rates, greater sense of empowerment and will help lead to better customer experiences and ultimately happier customers. Download the Gartner Magic Quadrant for Workforce Engagement Management for a more complete view.