NICEannounced the launch of its cloud-based Workforce Optimization (WFO) suite, the first to offer full capabilities for Recording, Quality Management, Analytics , Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer, all deployed in the cloud.
These solutions are offered as Hosted or as Software as a Service (SaaS) to provide customers greater flexibility, lower upfront costs, and faster implementation.
Industry trends indicate rapidly increasing demand for cloud technologies. According to DMG Consulting’s 2012-2013 Cloud-Based Contact Center Infrastructure Market Report, the number of cloud-based contact center seats grew by 80.2% in 2011, following a 42.4% increase in 2010. The report anticipates that by the end of 2015 more than 18% of contact center seats will be delivered by cloud-based contact center infrastructure providers.
“We are proud to deliver the market’s first comprehensive cloud-based WFO suite,” said Yochai Rozenblat, president of the NICE Enterprise Group. “We focus on delivering value to our clients by helping them leverage customer interaction data for improved operations and sales. Cloud-based deployment makes it easier and more cost effective for our clients to implement a complete set of advanced WFO solutions.”