NICE Systems Leads the North American APO Market

NICE Systems has announced that it has emerged as the top industry player in North America in terms of revenue as per the 2010 North American Agent Performance Optimization  Markets report by Frost & Sullivan (News - Alert). The findings of the report are based on full-year 2009 performance. NICE specializes in intent-based solutions that allow organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety.

Frost & Sullivan defines the APO market as encompassing the key segments of quality management, which includes contact center analytics, and workforce management.

"The NICE offering supports the entire agent-management environment and beyond by addressing key enterprise business issues as well. The advanced capabilities of the umbrella offering, NICE SmartCenter, enables organizations to optimize Customer Dynamics, that is – capturing customer and business intent, analyzing, and driving the best way for contact centers to respond and make a significant and positive impact on the performance of agents, the contact center, and the enterprise," commented Keith Dawson (News - Alert), principal analyst at Frost & Sullivan.

Frost & Sullivan has also lauded NICE's efforts as a developer of analytics applications for improving contact center and enterprise performance.

"NICE has been adept at focusing analytics applications on specific business problems, and offering them to the marketplace as packaged, targeted applications for issues such as improving first call resolution, fighting customer churn, reducing average handle time, or improving sales effectiveness. In this way, the benefits of analytics become clearer to users beyond its traditional role as an add-on to call recording and quality monitoring," Dawson added.

The Frost and Sullivan report also makes a note of the effectiveness of the NICE IEX (News - Alert) Workforce Management solution for providing a comprehensive forecasting, scheduling and change management solution.

"These results also represent our growing leadership in the key segments that are relevant and important to our customers and prospects. They also reflect the strategic value add we bring in providing solutions for optimizing Customer Dynamics, whereby our customers can raise the bar on improving agent performance in ensuring customer satisfaction and loyalty, ensuring regulatory compliance, and enhancing improving operational efficiency," commented Udi Ziv (News - Alert), President of the Enterprise Product Group at NICE.

In recent news, NICE Systems (News - Alert) has unveiled the NICE sales effectiveness business solution.