Workforce Optimization: NICE is No. 1 in Speech Analytics Market

NICE Systems Ltd. a company trusted by over 25,000 organizations in the enterprise and security sectors for its intent-based solutions, recently announced that leading analyst firm, DMG Consulting LLC recognized it as the worldwide leader in speech analytics implementations. In its report, entitled, “2010/2011 Speech Analytics Product and Market Report,” the research firm gave 34 percent market share to NICE.

NICE also has the highest number of customers and garnered the highest overall score received for vendor satisfaction. The report is based on full-year 2009 market performance and covers 22 vendors.

In the report, DMG’s consulting president, Donna Fluss, noted, “Analytics is a major focus for NICE, and they have made and continue to make significant investments in R&D, marketing, and resources in this product area. NICE has a large installed base of WFO customers to whom they can up-sell their speech analytics solution. DMG expects analytics to continue to be a growth area for NICE for the next few years.”

The report attributed this success to NICE’s unique capabilities or differentiators. The first differentiator relates to NICE’s nine out-of-the-box packaged business solutions that come with pre-defined categories, reports, views, lexicons and alerts that address specific contact center and vertical challenges.

Another differentiator is the NICE solution's capability to analyze both sides of a conversation between agents and customers, regardless of how the call is captured.

Additionally, the report highlights the completion of the first phase of integration with recently acquired eglue (News - Alert) into the NICE SmartCenter suite of solutions.

“We are very pleased with the results of DMG's speech analytics market report. This reflects the unique value-add of our cross-channel Interaction Analytics for capturing intent from interactions between consumers and businesses whether they occur by phone, email, chat or other; and extracting strategic insights for delivering an impact in real-time. These capabilities are helping organizations all over the world be more successful in increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back office operations,” president of the Enterprise Group at NICE, Udi Ziv, said in a statement.

NICE Systems (News - Alert) recently announced that a North American bank will be deploying the new NICE Process Enforcement business solution. The bank will be deploying the NICE solution in its branches to enforce process adherence and ensure regulatory compliance of over 25,000 branch tellers. The solution will access information from multiple existing systems to provide action and procedural guidance directly to the teller's desktop to support chat, phone and branch face-to-face customer interactions.