November 16, 2009

 

After recently being selected for Gartner’s (News - Alert) Leader Quadrant of 2009 Workforce Optimization Report, NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has announced another victory.

NICE Systems has won the 2009 Asia Pacific Frost & Sullivan (News - Alert) Growth Strategy Leadership Award in the call monitoring systems market, as a result of the company’s success of the NICE SmartCenter, a suite of business applications for contact center and enterprise customers, in the Asia Pacific region.

Doron Ben-Sira, president of NICE APAC, said that the recognition is further validation of the success of the NICE SmartCenter strategy that enables companies to leverage contact center call recordings for deploying business applications to help improve performance. 

“The Asia Pacific region is an important one for NICE,” Ben-Sira added. “We are committed to continue working with our business partners in the region on delivering the NICE value-add to our growing base of joint customers.”

This award comes on the heels of a reported 10 percent decline year-over-year in the company’s third quarter 2009 results, in which Dafna Gruber, corporate vice president and chief financial officer with NICE Systems (News - Alert), said the results were highly impacted by the global environment. 

According to Frost & Sullivan, the call monitoring systems market includes call recording, quality management, workforce management and business applications based on data and speech analytics in the contact center segment. 

Kiran Kumar, research analyst at Frost & Sullivan, Asia Pacific ICT Enterprise Practice, said that NICE Systems has grown its call monitoring business remarkably in the last year.

“A well managed acquisition strategy and a robust partner network have driven its continued success in the Asia Pacific region,” Kumar added. “In the highly competitive segment of the Call Monitoring market, the vendor has effectively penetrated many countries in the region with notable successes in the financial services sector in China, outsourcing sector in India and the Philippines as well as newer inroads into Malaysia and Singapore markets.”

The NICE SmartCenter suite enables organizations to stay on top of growing customer expectations across multiple touch-points and improve the overall customer experience, operational efficiency and compliance with regulations. 

Additionally, the Asia Pacific-friendly system includes analytics-driven business solutions for addressing specific key business challenges such as first call resolution, average handle time, churn reduction and improving customer satisfaction. 

The Frost & Sullivan Award for Growth Strategy Leadership is presented each year to the company that has demonstrated an exceptional growth strategy within the industry. 

“Growing at a rate well above the market, NICE systems rightfully claims this award in Growth Strategy Leadership,” Kumar said.