DMG Consulting LLC is a firm specializing in contact centers and real-time analytics. In late 2021, the firm revealed the ‘Contact Center Workforce Optimization/Workforce Engagement Management Mid-Year Market Share Report’ that ranked NICE in the highest position across eight of nine categories. Here are the details.
In an estimated field of 36 worldwide contact center workforce optimization suite vendors, NICE held a dominant 48.1% share of total company GAAP revenue in the first half of 2021, a growth of 4.9 percentage points over the same period in 2020. NICE was also the revenue leader in the first half of 2021 for both contact center WFO and total WFO (which includes sales to non-contact-center verticals as well), with 33.8 percent and 34.9 percent market share, respectively.
“We are pleased to be once again recognized as the total WFO market share leader by DMG Consulting. We consider this a testament to our consistent delivery of much-needed WFO innovation that drives value for our customers. With NICE’s extension beyond the contact center to meet customers wherever their journey begins, we remain dedicated to expanding the value NICE provides across the organization.”
Barry Cooper, President, NICE Workforce and Customer Experience Group