Ovum Recognizes NICE's Leadership Position in Its 2010 Contact Center Analytics Market Report

By Nathesh, TMCnet Contributor

NICE Systems, a provider of Insight from Interactions solutions and value-added services, has claimed that industry analyst firm Ovum (News - Alert) has recognized their worldwide leadership position in its 2010 contact center analytics market report ‘Decision Matrix: Selecting a Speech Analytics Vendor’.

NICE has stated that their offering was recognized for market leadership as based on technology assessment, end-user sentiment, and market impact.

NICE has claimed that their solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security.

Ovum in its report has awarded NICE the highest score for recognition by customers, and was rated highly for product quality, features and functionality. NICE has been acknowledged to have offer a complete contact center analytics solution with consistent technical excellence.

Aphrodite Brinsmead, analyst at Customer Interaction Technologies in Ovum has commented that NICE’s continued strength in the WOTs (Workforce Optimization Technologies) market makes it a leader for speech analytics; it has a large customer base, a successful go-to market strategy, and continues to provide a strong technology, both through development and acquisitions. NICE’s solution is unique in that it does not view speech analytics as an independent tool and believes its true value comes when integrated tightly with the rest of the WOTs stack. Based on these parameters, among others, NICE received high scores in each area of the Decision Matrix, and as a result Ovum has placed it in the Shortlist category.

Ovum in its report has remarked NICE’s focus on multi-channel and cross-channel analytics, bolstered with eglue’s real-time decisioning engine as unique and compelling.

Udi Ziv (News - Alert), Enterprise Product Group at NICE has noted that they are pleased about this further recognition of their market leadership. NICE is unique in combining a broad variety of advanced interaction analytics technologies that are performed on all kinds of interactions, whether occurring by phone, email, chat or other – uncovering customer intent, and delivering insights for real-time impact. The true differentiator for any organization is the ability to optimize Customer Dynamics for a streamlined, high-performing business, and they are proud to lead the market and provide the business solutions that enable such success.

(source: http://www.tmcnet.com/channels/workforce-optimization/articles/95893-ovum-recognizes-nices-leadership-position-its-2010-contact.htm)