As part of its 2009 contact center analytics market report, industry analyst firm Datamonitor has recognized NICE for the worldwide leadership position of their contact center analytics offering.
The report, "Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus); Analytics and reporting as differentiators in a difficult economy," highlights NICE for achieving the highest overall score in their technology assessment for providing a comprehensive contact center analytics solution and consistent technical excellence. The report also states that the company is respected by its customers and is rated highly by end users for product quality, vertical specialization, client engagement, financial stability, and integration with third party vendors.
NICE provides a full suite of workforce optimization applications - NICE SmartCenter which provides a totally new approach to contact center management: a set of advanced capabilities, unified within a Service Oriented Architecture (SOA) based framework, and implemented using a field-proven, structured methodology. It includes NICE Perform, IEX (News
) TotalView Workforce Management, Performance Management, and Customer Feedback.
“It is gratifying to see our contact center analytics offering garnering such accolades and being recognized for innovation, breadth of functionality, and unique business benefits," said Charles Born, Vice President of Marketing, NICE.
"It confirms that organizations that implement the various analytics solutions from NICE are best positioned to benefit from the strategic value and business insights that are provided by customers during their calls with contact center agents.”
The NICE's contact center analytics offering achieved high scores for every category in the technical assessment section. Also, the report offers top rankings to the company in terms of market impact, high rating by customers, and has been placed in the highest ranked 'shortlist' category.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
Edited by Stefania Viscusi