NICE scored the highest among vendors evaluated in the 2021 Gartner Critical Capabilities for Workforce Engagement Management research report
NICE announced that it has received the highest scores in each of the four use cases among vendors evaluated in the 2021 Gartner Critical Capabilities for Workforce Engagement Management research report. The company scored more than 4.2 out of 5 in all four use cases, including Information Access, Process Efficiency, Customer Intelligence, and Intelligent Dialogue.
NICE’s WEM solutions are based on a native cloud platform and infused with advanced AI capabilities that enable customer service organisations to gain continuous visibility into employee performance. Desktop analytics, gamification, compliance regulation and data security are aimed at empowering the workforce.
Earlier this year, the company launched Agile WEM that allows organisations to virtually connect the workforce under one roof and sustain high employee engagement regardless of location. The Agile WEM solution helps organisations motivate, guide and inspire employees while staying ready to quickly adapt and respond to changing business needs.
Paul Jarman, NICE CXone, said: “The heartbeat of every contact center is its employees.”
“They are the driving force behind customer satisfaction, and so it is imperative for any company desiring brand loyalty to first ensure agent engagement. Our ongoing recognition in the Gartner Critical Capabilities for Workforce Engagement Management reports, I believe, is a testament to our steadfast commitment to innovation and to powering smart solutions that not only help businesses build a company culture that employees value, but also increase efficiency and improve operations.”
NICE portfolio of WEM solutions includes NICE Workforce Management (WFM), NICE Performance Management (NPM), NICE Employee Engagement Management (EEM), NICE Quality Central, NICE Back Office Proficiency Essentials and Workforce Management as well as NICE Sales Performance Management. CXone, a central part of NICE’s WEM solutions suite, lets contact centres be agile by innovating rapidly, scaling securely, and enabling the delivery of next-gen, digitally fluent experience to customers and employees worldwide.