November 10, 2008

 

Datamonitor’s 2008 report “Decision Matrix: Selecting a Workforce Optimization Solutions Vendor,” indicates that NICE Systems, the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, leads the global Workforce Optimization solutions market.

 

NICE has consistently received high rankings in all assessment segments and the industry analyst firm has commended the company for its strong platform giving it highest scores for revenue, vertical and geographical reach. The company also received maximum score for its reach to both small and medium (SME) and enterprise customers.

 

According to NICE officials, they have been positioned as a leading market player based on high scores in the areas of customer sentiment, market impact, and technology. NICE is uniquely placed thanks to its breadth and depth of its products and its strong NICE SmartCenter brand. The company has especially been appreciated for its speech analytics, quality monitoring, workforce management and logging solutions.

 

“Datamonitor places NICE in the ‘shortlist’ category for WOTs solutions in the contact center space,” said Daniel Hong, lead analyst, Customer Interaction Technologies, Datamonitor.

 

He noted that the latest Datamonitor Decision Matrix report recognizes NICE for their great portfolio of basic and advanced functionality backed by dependable support. The company specializes in delivering vertical-specific solutions in addition to offering strong collaboration features that address the needs of a number of customers. Their firm expects NICE to continue leading the market due to their stable financial footing, execution and lead in the mature markets for QM, logging, WFM as well as advanced interaction analytics.

 

Tom Butta, chief marketing officer, NICE said, “More and more companies worldwide are turning to the advanced capabilities of NICE to help them leverage the strategic insights inherent in customer interactions while addressing regulatory compliance, customer retention and operational challenges."

 

For more, check out the Workforce Optimization channel on TMCnet.