Gartner the world’s leading research and advisory company have highly commended NICE. NICE has invested heavily in emerging technologies designed to help improve the customer experience wherever possible. As well as technological developments NICE have also invested internally to ensure that customer contact centres provide a complete solution focused on people.
Firstly Gartner placed NICE in the highest position in their Magic Quadrant for Workforce Engagement Management for the second year consecutively. Subsequently NICE have today announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report.
Following the news we spoke to Richard Correia who is the Director of Product Marketing at NICE.
“It’s a great achievement but it’s an on-going strategy on our side – to focus on empowering the employee. Gartner have taken notice of this and they really do appreciate the fact that we have something that actually is changing the industry in the right direction.”
Although Gartner does not endorse any vendor, product or service depicted in its research publications the highly respected organisation provide a good barometer of respect within industries and the results are extremely positive for NICE. The Magic Quadrant for Workforce Engagement Management includes companies such as Verint, Aspect and Genesys so to be judged as a leader requires forward thinking. Also NICE lead in both the vision and execution axis of the comparison.
“We keep investing very heavily in emerging technologies. If you look at machine learning or artificial intelligence and leverage that, then you can focus the agent and the people on what they need to do to be better”
The most recent news in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report awards NICE the highest score in each of the four use cases. The report evaluates six unique workforce engagement management critical capabilities within each of the four use cases including Recruiting and Onboarding, Evaluation and Improvement, Time Management, Assistance and Task Management, Metrics and Recognition and Voice of the Employee.
Positive recognition from industry leading analysts is to some extent a reward for the hard work that has been out in over the last few years following a distinct change in strategy on NICE’s part.
“It’s because we are actually delivering a clear and a different strategy than before and truly executing that. It’s a big effort and it’s a great achievement. But there is a still a lot more to accomplish”
