Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.
| Product | Market Share (%) |
|---|---|
| NICE Workforce Engagement Management | 5.4% |
| Evolve IP Unified Contact Center | 1.0% |
| Other | 93.6% |
Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.
In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.
NICE Workforce Engagement Management optimizes workforce operations by streamlining processes and enhancing employee satisfaction through advanced analytics and automation.
It's designed to provide organizations with tools to improve employee engagement and productivity. By leveraging analytics, it supports user and manager decision-making, ensures compliance, and enhances the overall efficiency of workforce management strategies. This empowers businesses to adapt quickly to changing needs and improve customer experiences.
What are the most important features?In healthcare, compliance and quality management are vital. NICE Workforce Engagement Management offers solutions tailored to meet rigorous standards. In retail, flexible scheduling and interaction analytics support dynamic environments. Contact centers benefit from comprehensive tools for monitoring and performance enhancement, ensuring faster response times and improved customer satisfaction.
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