NICE Systems said that it has been positioned in the Leaders Quadrant of Gartner’s (News - Alert) September 2008 Magic Quadrant for Workforce Optimization report.
“We believe NICE’s position in the leaders quadrant brings to light the benefits of NICE SmartCenter in enabling corporate decision-makers to understand what customers really think about their company and products,” said Tom Butta, chief marketing officer at NICE, in a statement.
He also said that this will help them to take proactive steps to protect and nurture their customer base, improve operational efficiency, and uncover new revenue opportunities.
A comprehensive business solution, NICE SmartCenter comprises the company’s contact center solutions including call recording, quality management, interaction analytics, performance management, workforce management, a customer feedback application, and agent coaching.
With NICE SmartCenter, contact center managers are able to leverage strategic business insights extracted from customer calls with customer service agents.
The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how some vendors measure against criteria for that marketplace, which is defined by Gartner.
Gartner said that it selects vendors for Magic Quadrant based on completeness of vision and ability to execute.
“We feel our placement in the Leader's Quadrant recognizes our efforts and commitment to providing our customers with the best solution for improving business performance in the call center and enterprise-wide,” also said Butta.
NICE is a provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources.
In September, the company announced that WestJet Airlines, Canada’s low-cost airline, selected the integrated NICE SmartCenter solutions for workforce management and performance management. These integrated solutions were selected based on their ability to meet WestJet’s business requirements and stringent technology standards.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.
Edited by Stefania Viscusi