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Nice Systems Ranked in Contact Center Systems Market by Frost & Sullivan
Officials of Nice Systems say the company has been ranked as a leading player in key segments of the North American Contact Center Systems Market, according to the 2011 report by Frost & Sullivan (News - Alert).
The report, based on 2010 data, shows Nice leads in the each of the three segments in which it participates: quality monitoring systems, workforce management software and contact center analytics.
Keith Dawson (News - Alert), principal analyst at Frost & Sullivan, said Nice “has been adept at focusing analytics applications on specific business problems and offering them to the marketplace as packaged, targeted applications."
The Nice IEX (News - Alert) WFM system is intended as a tool for improving the efficiency and effectiveness of staff planning, scheduling, intraday change management, and, optionally, performance management, Dawson said.
The Contact Center Systems market is defined by Frost & Sullivan as comprising six segments: inbound contact routing systems, interactive voice response (IVR) and voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software and contact center analytics.
In June TMC’s (News - Alert) Deepika Mala wrote that during the National Emergency Number Association conference, Nice Systems displayed a new version of its Situator situation-management solution for the public-safety sector.
Airports, seaports and public utilities have used Situator for about two years, but Nice Systems officials say they felt the need of designing a new interface, in order to meet public safety’s specific needs.
“Most other security centers are more interested in access control and flow within the organization or within their environment, and not so much externally,” Dan Robinson, the company’s sales director for public safety said. “In a 911 center, almost 99 percent of their activity is external and funneled through their CAD system. … We had to figure out how we were going to fit in with these various CAD [systems].”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco