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Datamonitor research can be found at www.datamonitor.com
Decision Matrix: Selecting a Contact Center Analytics Vendor, May 2009
NICE achieves best overall score, ranking first in technical assessment with top ratings in market impact and end-user sentiment
"NICE achieved the highest overall score in the technology assessment, showing that it provides a comprehensive contact center analytics solution and consistent technical excellence. The vendor is also well respected by its customers and was rated highly in the end-user survey for product quality, vertical specialization, client engagement, financial stability, and integration with third-party vendors. The fact that the vendor's customers like their technology provider, in addition to a large market share, ensured that NICE received a place in Datamonitor's 'shortlist' category."
Aphrodite Brinsmead, Analyst
Decision Matrix: Selecting a Workforce Optimization Technology Solutions Vendor, Nov. 2008
NICE achieves top scores for market impact, customer sentiment, and technology.
"NICE is a market leader in WOTS and has received high scores in all assessment segments and the highest customer sentiment scores for a WOTs vendor in the latest Datamonitor Decision Matrix report. ...Its stable financial footing, execution and lead in the mature markets for QM, logging, WFM as well as advanced interaction analytics all imply that NICE is well placed to continue as a WOTs market leader moving forward."
Daniel Hong, Lead Analyst, Datamonitor
Moving Towards Real-Time Workforce Optimization (Strategic Focus). Integrating the contact center with the enterprise, April 2008
"With a large number of both recent and earlier acquisitions NICE has a large and sticky customer base with more than three quarters of the Fortune 100 companies on its customer list. Through proper deployment of NICE SmartCenter, NICE is focusing on helping contact centers to improve operational efficiency and compliance levels, as well as provide business insights to the enterprise."
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