NICE Positioned Furthest and Highest in 2021 Gartner Magic Quadrant for Workforce Engagement Management in contact centres
» NICE CXone recogniSed as sole Leader in both WEM and CCaaS Magic Quadrant research
» NICE highlighted for out-innovating competition and driving workforce engagement agility through integrated AI and analytics
NICE have announced it has been recogniSed as a Leader in the “Gartner Magic Quadrant for Workforce Engagement Management” report for the 13th consecutive year. NICE is positioned highest on the ‘Completeness of Vision’ and furthest on the ‘Ability to Execute’ axis, respectively.
“Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”
NICE is once again the only vendor to be consistently named a Leader by Gartner across both their Magic Quadrant for Contact Centre as a Service, North America report2 published in November 2020, and Magic Quadrant for Workforce Engagement Management report.
Enabling contact centre agents, part of the anywhere workforce, to serve customers with its unified suite of best-in-class cloud WEM solutions, NICE believes empowers a digital and flexible staff. With the use of analytics, AI and automation, which are embedded across the entire suite, NICE enables better management of the evolving relationship between customers, employees and technologies.
Barry Cooper, President, NICE Workforce & Customer Experience Group, said,
“2020 re-defined the fundamentals of customer service and at the same time, organisations experienced an unprecedented surge in volume and a dramatic shift to digital interactions. Being successful in this transformative time while managing a remote workforce can only be tackled with the most extreme agility fuelled by smart AI, and automation, and with an infrastructure that allows rapid innovation. NICE’s Agile CXone WEM allows organizations around the world to be there for their end customers and employees, driving extraordinary experiences while making sure they are ready for the new normal in 2021 and beyond.”
Defining a Leader
The annual Gartner Inc. report offers a comprehensive look at the WEM marketplace as well as a snapshot of the vendors in it via its Magic Quadrant, which positions companies in one of the four quadrants, one of which is the Leaders quadrant. The analyst firm states that “Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”1
» 2021-2017: recognised by the name NICE
» 2008-2015: Nice Systems
» 2017-2021: Magic Quadrant for Workforce Engagement Management
» 2014-2015: Magic Quadrant for Customer Engagement Centre Workforce Optimisation
» 2008-2013: Magic Quadrant for Contact Centre Workforce Optimization
NICE is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
For additional information on NICE view their Company Profile
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
1 Source: Gartner, “Magic Quadrant for Workforce Engagement Management,” Jim Davies, Jim Robinson, 26 April 2021.
2 Referred to as NICE inContact in the Magic Quadrant for Contact Center as a Service, North America, published November 13, 2020.