Workforce Optimization Featured Article
NICE Systems Wins Frost & Sullivan Asia Pacific Market Share Leadership Award
By Rahul Arora, TMCnet Contributor
NICE Systems (News - Alert), a company that provides software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real-time, recently received the 2012 Frost & Sullivan (News - Alert) Asia Pacific Market Share Leadership Award for Workforce Management Systems. The award is given to NICE for demonstrating excellence in technology and revenue growth within the workforce management segment of the contact center applications market.
The company has been recognized for its NICE IEX (News - Alert) Workforce Management solution, which enables even the most complex multisite, multiskill and multichannel call centers to forecast staffing needs, schedule their representatives’ time and effectively manage change every day. NICE IEX Workforce Management supports virtually any call center forecasting and scheduling methodology, allowing call center managers to choose the approach that works best in their environment. The system’s change management tools also help them proactively manage the day’s events and quickly respond to changing conditions to maintain a high level of customer service. Agent adherence and call center performance management features ensure agent performance improvements.
"NICE's focus in Asia Pacific is to deepen penetration in its traditional markets and extend its value proposition to emerging markets, which are under-penetrated. This strategy has produced significant growth in revenue and market share in 2011," said Krishna Baidya, industry manager of the Asia Pacific ICT Practice at Frost & Sullivan. "NICE also grew at a faster rate than the average market growth rate in key markets, including China, Japan, Australia and India, and has stood out among the competition."
"We are honored to receive this award from Frost & Sullivan for our NICE IEX Workforce Management solution," said Raghav Sahgal, president, NICE Asia Pacific. "Acknowledgement by Frost & Sullivan reinforces our leadership position in the Asia Pacific market and our ability to provide best-in-class solutions that significantly enhance our customers' operational efficiency."
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Edited by Rachel Ramsey