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Frost & Sullivan research can be found at http://www.frost.com
EMEA and NA Agent Operation Market Reports, 2009
NICE was recognized as leader in both markets for QM and WFM solutions
“2008 was NICE's best year ever. NICE found a welcome market for its analytics and workforce management applications.. In high customer-churn markets, NICE helps companies looking for ways to retain customers.”
On NICE Perform eXpress, June 2009
There is a large, relatively untapped market for interaction recording systems in smaller call centers, and beyond them to related businesses like branches and back offices. These organizations haven't in the past been able to justify the costs of a full-fledged compliance-grade recording system, especially since so few of them have on-site access to IT resources. NICE is making it easy for those groups to benefit from recording technology with a solution that's very quick to deploy and has an attractive price point. NICE has done an excellent job balancing price and functionality to come up with a feature-rich package that's attractive to small organizations.
Keith Dawson, Principal Analyst
EMEA Agent Performance Optimization Markets, June 2008.
NICE was recognized as market leader for Quality Management solutions.
"The NICE SmartCenter offering has the ability to deliver a real business value to both contact centers and enterprises. Strategically, it delivers customer-driven insights on how to improve agent performance for enhanced customer experience and loyalty. Furthermore, the solution's approach puts together all of its components through a single unified user interface which makes report extraction intuitive, no longer needing to have to extract one set of KPIs about agent activity in one place and then coordinate it with data about performance goals in another place. This is a winning combination."
Keith Dawson, Senior Analyst
Latin American Contact Center Solutions Markets, September 2008
NICE leads the market for Contact Center Advanced Solutions, which includes Workforce Management, Call Recording and Web-based systems, such as email and chat.
North American Agent Performance Optimization Markets, September 14, 2007.
NICE was recognized as market leader for both QM and WFM. NICE also received the "2007 Market Leadership Award" for its quality management solution.
"The combination of best-in-class solutions within the NICE SmartCenter offering will help businesses turn raw contact center data into prescriptions for better agent behavior and customer service. NICE SmartCenter enables contact centers to provide the organization with an interpretation of the different kinds of data analyses of customer interactions instead of just reporting them. It provides insight that marketing, legal, compliance, finance and others can use to help understand what's going on in the contact center. It is clear that NICE remains committed to providing its customers with top-shelf technology and the analytic tools necessary to make sense of contact center activities. We are pleased to recognize NICE Systems as a market leader." Keith Dawson, Senior Analyst, Frost & Sullivan
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