June 15, 2010

 

NICE Systems, a provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content from telephony, web, radio and video communications, has received the highest ranking in the newly published report by leading benchmark, research and business technology advisory services firm Ventana Research, the '2010 Value Index for Agent Performance Management.'

 

Ventana Research, a research and business technology advisory services firm, said that NICE received the Hot Vendor award based on the weighted average it received as a result of the firm's evaluation of application vendors and their products, which focused on the following seven categories:  usability, manageability, reliability, capability, adaptability, vendor validation, and Total Cost of Ownership/Return on Investment.

 

The Hot Vendor category reflects best value based on a thorough and independent evaluation and audit that is based on research and verifiable facts.

 

'Our Value Index research provides clarity and detail about the solutions available in the Agent Performance Management market," said Richard Snow, global research director and vice president of Ventana Research, in a statement.

 

Snow said that it represents what buyers look for in conducting a RFP/RFI (News - Alert), and contains a detailed analysis of company and products.

 

"Based on our research, NICE has come out on top with the widest functionality, depth and breadth of capabilities, customer satisfaction feedback, as well as the company's commitment and hard work on Agent Performance Management solutions,' he said.

'We are pleased to be recognized yet again for our number one position in the market,' said Benny Einhorn, chief marketing officer NICE Systems (News - Alert) Ltd.

 

Einhorn said that NICE continues to lead the market in providing solutions that help organizations optimize Customer Dynamics and achieve outstanding business results.

He said that NICE SmartCenter is the optimal choice for capturing customer and business intent from across a variety of interaction channels, including phone, email and chat, analyzing these interactions to gain insights, and leveraging these insights for achieving a meaningful impact on business performance and success.

 

NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business.