NICE Applauded by Frost & Sullivan for Optimizing Contact Center Efficiency, Reliability and Flexibility

Frost & Sullivan assessed the Indian workforce management software industry and, based on its analysis, awarded NICE the 2022 India Product Leadership Award. NICE is a global leader in AI-powered self-service and agent-assisted CX software for the contact center and beyond and leads the market with its comprehensive workforce management suite.

It incorporates cutting-edge artificial intelligence (AI) capabilities into its solutions, enabling customers to automate workforce planning processes and increase agent productivity.

Robust workforce management solutions are increasingly important for maximizing agent flexibility, delivering a quality customer experience, reducing operational costs, and improving customer loyalty. NICE’s AI-powered machine learning and automated forecasting capabilities meet industry needs, enabling organizations to create efficient schedules that better utilize agent availability. The company’s breakthrough omnichannel forecasting engines enable customers to anticipate business demands and optimize their workforce. Its AI-powered solution provides customers with highly efficient scheduling that improves the ability of contact center agents to manage different types of interactions, positioning NICE as an industry leader in workforce management software.

According to Nithin Ramesh, senior consulting analyst for Frost & Sullivan, “NICE embeds high reliability and quality into its products, from developing robust, user-friendly solutions to working closely with customers and partners to guide its product roadmap and improving and adding advanced features.. With the company’s continued innovation and continued leadership, its positioning, design, reliability and quality remain impressive.

NICE’s extensive third-party validation ensures consistent performance, earning the trust and loyalty of its customers. The company has developed a solution that enables companies to meet their service goals while helping the agent population, thereby reducing high contact center churn costs. Its purpose-built suite of solutions sets it apart from the competition, with superior design, reliability and quality as its central pillars. Through its product-driven and customer-centric strategy, NICE consistently brings to market top-notch consulting services that help their customers understand their cloud environment. It guarantees reliability and offers high availability and scalability options. Thanks to its strong overall performance, NICE wins the 2022 India Product Leadership Award from Frost & Sullivan in the Workforce Management Software sector.

“NICE understands the needs of the market and provides a solid solution designed and integrated with reliable, high-quality performance, making it a leader in workforce management software. The company’s solutions enable automated and efficient planning processes with best practice implementation,” said Ramesh.

“Our WFM suite was designed to provide a high degree of agent demand forecasting for the business and agility for the agent. The ability to forecast demand ensures the right number of agents are scheduled to deliver exceptional customer service and agility for maximum work/life balance,” said Darren Rushworth, president of NICE International. “We are delighted to be recognized by Frost & Sullivan as the leader in providing WFM solutions that meet the needs of the Indian market, and we see great growth opportunity in this region as more organizations seek the dynamic and responsive cloud environment for its WFM activities.

Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is rapidly gaining market popularity. The award recognizes the quality of the solution and the improvements in customer value it enables.

The Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for outstanding achievement and superior performance in leadership, technology innovation, customer service and strategic product development. Industry analysts benchmark market players and measure performance through in-depth interviews, analysis, and in-depth secondary research to identify industry best practices.

About Frost & Sullivan

For six decades, Frost & Sullivan has been recognized worldwide for its role in helping investors, business leaders and governments navigate economic change and identify disruptive technologies, mega trends, new models commercial and corporate action, resulting in a continuous stream of growth opportunities to ensure future success.

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.