October 03, 2007

 

NICE Systems (News - Alert), a global provider of advanced solutions to enable organizations to extract Insight from Interactions, has announced that NICE is the recipient of the prestigious 2007 Market Leadership Ward for Excellence in North American contact center quality management solutions from Frost & Sullivan. The independent analyst firm cited NICE as number one in its industry report.

Research and analysis company, Gartner (News - Alert), has also rated the company ‘strong positive’ – its highest rating possible – in two recent reports, "MarketScope for Contact Center Quality Management" and "MarketScope for Contact Center Workforce Management." The reports cover NICE Perform and IEX (News - Alert) TotalView Workforce Management system, which are part of the NICE SmartCenter solution.

Frost & Sullivan recognized NICE as a quality management share leader for the fifth consecutive year; workforce management and market share leader by product revenue.

For Gartner, NICE is described as a ‘strong positive,’ the highest rating possible regarding both contact center quality management and contact center workforce management.

Frost & Sullivan’s market share rankings are based on 2006 product non-GAAP revenues. In addition, NICE non-GAAP revenues in the enterprise market have increased at more than 41 percent from the first half of 2006 to the first half of 2007.

Keith Dawson, senior analyst at Frost & Sullivan said in a Wednesday statement, "The combination of best-in-class solutions within the NICE SmartCenter offering will help businesses turn raw contact center data into prescriptions for better agent behavior and customer service.”

“NICE SmartCenter enables contact centers to provide the organization with an interpretation of the different kinds of data analyses of customer interactions instead of just reporting them. It provides insight that marketing, legal, compliance, finance and others can use to help understand what's going on in the contact center.”

“It is clear that NICE remains committed to providing its customers with top-shelf technology and the analytic tools necessary to make sense of contact center activities. We are pleased to recognize NICE Systems as a market leader," Dawson concluded.

In its report, Frost & Sullivan also took note of NICE's IEX TotalView Workforce Management system and its "powerful scheduling algorithms with discrete simulation technology to generate staff plans that take into account site and network routing rules as well as individual agent skills, skill levels, work preferences and availability."

"We are happy to see recognition of our ongoing market leadership and of our strategy for providing the high performance contact center and enterprise with capabilities for improving performance at the agent, operational and enterprise levels," said Zvi Baum, NICE President of Enterprise Interactions Solutions, in Wednesday’s statement.
"We are excited that the power and uniqueness of NICE SmartCenter are being recognized by industry thought leaders."

The contact center applications market is tightly competitive and vendors face significant challenges when trying to penetrate accounts. For one, many organizations already view the contact center as too much of a cost center and tend to limit budgets for solutions that could ultimately increase productivity and efficiency to reduce costs.

In order to achieve leadership in this market, these contact center solutions providers must be able to help the organization recognize the need and then stand above the competition to be considered the obvious choice. NICE has successfully accomplished this in many accounts, to the point of receiving recognition by two of the premier analyst firms in the world.