Ovum's Contact Center Analytics Market Report Recognizes NICE's Leadership Position

NICE Systems has said that industry analyst firm Ovum (News - Alert) has recognized its worldwide leadership” position in its 2010 contact center analytics market report “Decision Matrix: Selecting a Speech Analytics Vendor.”

The NICE Interaction Analytics offering includes cross-channel analytics capabilities which are the core of the company’s packaged business solutions. Company officials said that their offering was recognized for “market leadership” as based on technology assessment, end-user sentiment, and market impact.

The company, according to officials, achieved the highest overall score in key technology assessment categories in the report. These categories include solution breadth and depth, strategy, maturity, packaged solutions, and integration with third party systems.

Additionally, they received the highest score for recognition by customers, and was rated highly for product quality, features and functionality, said company officials.

“NICE's continued strength in the workforce optimization technologies (WOTs) market makes it a leader for speech analytics; it has a large customer base, a successful go-to market strategy, and continues to provide a strong technology, both through development and acquisitions,” said Aphrodite Brinsmead, analyst for Customer Interaction Technologies at Ovum.

Brinsmead said that the company’s solution is “unique” in that it does not view speech analytics as an independent tool and believes its true value comes when integrated tightly with the rest of the WOTs stack.

“Based on these parameters, among others, NICE received high scores in each area of the Decision Matrix, and as a result Ovum has placed it in the Shortlist category,” Brinsmead said.

The comprehensive analysis states that NICE’s focus on multi-channel and cross-channel analytics provides customers with the capability to take real-time action based on insight from different contact channels. Ovum believes this to be a positive move.

Moreover, the report notes that NICE’s solution is “unique” in that its customers have the ability to discover ways in which a customer has contacted the organization and whether their query was successful.

Earlier this month, the company introduced NICE Sales Effectiveness Business Solution to help companies optimize their customer dynamics and maximize the sales potential of their contact centers.