NICE Systems Named Workforce Optimization Leader by Industry Analysts

NICE Systems (News - Alert), a provider of workforce optimization technology, has been recognized by a number of major industry analyst firms, including DMG and Gartner, for its integrated, cloud-based approach to workforce optimization.

DMG Consulting named NICE the speech analytics market share leader for the fifth year in a row, with a 40 percent market share in the WFO market in DMG’s 2013 Workforce Optimization Mid-Year Market Share Report. This continues a trend of market leadership for the company, which DMG notes similarly increased its market share in voice analytics from 28.3 percent in December 2011 to 30.7 percent in December 2012.

"DMG continues to be bullish on the WFO market because these vendors are not just sitting back and enjoying their success,” DMG president Donna Fluss said. “This is a group of vendors that is willing to work with customers to build features to improve the customer experience. So, although the suite name is workforce optimization, these vendors provide functionality that works in many ways to empower companies to improve both the customer and employee experience while reducing operating costs.”

The company also landed in Gartner’s (News - Alert) Magic Quadrant for its completion of vision and ability to execute.

"NICE's continued leadership within the speech analytics and WFO markets validates the strength of our technology, and we pride ourselves on remaining at the forefront of both,” NICE Systems president Yochai Rozenblat said. “We feel our position in the Gartner 'leaders' quadrant is a testament to NICE's completeness of vision in the WFO domain. We believe it also reinforces our innovations in analytics, real-time insights, gamification and other advanced technologies, and our ability to deliver these on premise or via cloud. The bottom line is a more engaged and customer-centric workforce, which lets organizations get closer to their customers in order to provide an exceptional customer experience.”

Indeed, TMC’s (News - Alert) own Cloud Computing magazine also cited NICE as a leader with its Cloud Computing Excellence Award in November.