[英文]NICE位列Gartner聯(lián)絡(luò)中心勞動(dòng)力資源優(yōu)化領(lǐng)導(dǎo)者象限
2010/11/01
the worldwide leader of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, today announced that it has been positioned by Gartner, Inc. in the Leaders Quadrant of the October 2010 “Magic Quadrant for Workforce Optimization” report.[1]Gartner defines Leaders as companies that “provide functionally broad and deep WFO software solutions that can be deployed and supported globally. These solutions are suitable for all sizes and complexities of enterprises, and have broad industry coverage. Revenue is strong, and new references are readily available.”
The Gartner report states that “Interest in contact center workforce optimization (WFO) is increasing as organizations are drawn to the associated value proposition.” Furthermore, ”the ability for a WFO solution to improve operational efficiency and at the same time drive interaction effectiveness is a key "win win" for contact centers under pressure to deliver a positive customer experience and potentially increase revenues, without relaxing efficiency goals.”
As defined by Gartner, “contact center WFO combines technologies from several previously siloed functional domains to provide incremental business value. Key functional domains include Workforce Management (WFM, call recording and Quality Management (QM), coaching and e-learning, performance management, and interaction analytics.”
The report evaluated NICE for “completeness of vision,” which is based in part on market understanding and innovation. NICE was also evaluated for its “ability to execute,” based in part on the product and service functionality and customer experience. Furthermore, Gartner’s evaluation placed additional emphasis “on the degree of integration and workflow across the product/service functional domains,” which was “essential for inclusion within the quadrant.”
Benny Einhorn, Chief Marketing Officer at NICE, said, "We are pleased to be acknowledged as a Leader. We believe that this is a testament to the unique value add we provide organizations in extracting intent from customer interactions, deriving key business insights, and delivering a powerful impact on performance. Furthermore, we see this as a validation of our strategy to provide packaged business solutions that address specific, key issues such as customer loyalty and retention. It is also a reflection of NICE’s extensive understanding of our customers’ needs, as we continue to deliver a broad offering. This includes high-end solutions as well as enterprise-grade products for the SMB market, a variety of deployment options including on-premise and hosted. It also includes advanced capabilities such as real-time performance optimization, while delivering the benefits of the latest technologies such as cloud computing.”
CTI論壇報(bào)道
相關(guān)閱讀:
襄樊市|
甘德县|
紫金县|
河源市|
当涂县|
兴安盟|
工布江达县|
双城市|
乳山市|
陇川县|
微山县|
沂源县|
云阳县|
正宁县|
宜兰县|
拜泉县|
利津县|
巩留县|
黄山市|
岳普湖县|
称多县|
岳阳县|
通城县|
富裕县|
镇宁|
保山市|
乌鲁木齐市|
浑源县|
大渡口区|
科技|
德令哈市|
昆山市|
南昌县|
理塘县|
濮阳县|
新昌县|
大理市|
新乐市|
盖州市|
麻栗坡县|
洛阳市|