NICE announced that it has received the highest scores in each of the four use cases among vendors evaluated in the 2021 Gartner Critical Capabilities for Workforce Engagement Management research report. The company scored more than 4.2 out of 5 in all four use cases, including Information Access, Process Efficiency, Customer Intelligence, and Intelligent Dialogue.
NICE’s WEM solutions are based on a native cloud platform and infused with advanced AI capabilities that enable customer service organisations to gain continuous visibility into employee performance. Desktop analytics, gamification, compliance regulation and data security are aimed at empowering the workforce.
Earlier this year, the company launched Agile WEM that allows organisations to virtually connect the workforce under one roof and sustain high employee engagement regardless of location. The Agile WEM solution helps organisations motivate, guide and inspire employees while staying ready to quickly adapt and respond to changing business needs.
Paul Jarman, NICE CXone, said: “The heartbeat of every contact center is its employees.”