Workforce Optimization Featured Article

NICE leads in the each of the three key segments of the North American Contact Center Systems Market, according to the 2011 report by Frost & Sullivan (News - Alert).

This report, says NICE, is based on 2010 data.

Frost & Sullivan indicates that NICE leads in the each of the three segments in which it participates- quality monitoring systems, workforce management software and contact center analytics.

According to the research firm, the Contact Center Systems market comprises six segments: inbound contact routing systems, interactive voice response (IVR) and voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics.

NICE has increased its market share in quality monitoring systems, workforce management software segments over the previous year and is tying for the top position in contact center analytics.

"NICE Systems (News - Alert) sells all the core solutions of a full agent performance optimization suite as NICE SmartCenter. The company has also been adept at focusing analytics applications on specific business problems and offering them to the marketplace as packaged, targeted applications,” said Keith Dawson (News - Alert), principal analyst at Frost & Sullivan.

“The company's solutions enable organizations to 'Impact Every Customer Interaction'. This vision is achieved by capturing and analyzing customer and business intent and driving the best way for contact centers to optimize customer experience and make a significant and positive impact on the performance of agents, the contact center, and the enterprise."

"We are pleased by the results of the new Frost & Sullivan report, which further illustrate our continuously growing market leadership," said Udi Ziv (News - Alert), president of the Enterprise Product Group at NICE. "Our positions have strengthened year over year and reflect the strategic value add we bring in enabling our customers to uncover customer intent, gather strategic insights, and impact every customer interaction."

Read a related article at TMCnet “Workforce Optimization Recognition Goes to NICE Systems.”