NICE Receives Market Leadership
Award, Named Industry Leader by Top Industry Analyst Firms
NICE Systems Ltd. (NASDAQ: NICE) , the global provider of
advanced solutions that enable organizations to extract
Insight from Interactions to drive performance, today announced
that NICE is the recipient of the prestigious 2007 Market
Leadership Award for excellence in North American contact
center quality management solutions from independent analyst
firm Frost & Sullivan, which cited the company as number one
in its influential industry report. The company also announced
that Gartner, leading provider of research and analysis on the
global information technology industry, has rated the company
‘strong positive’ - its highest rating possible - in two recent
reports, "MarketScope for Contact Center Quality Management"
and "MarketScope for Contact Center Workforce Management."
1 The reports cover NICE Perform and IEX TotalView Workforce
Management system, which are part of the NICE SmartCenter
solution.
Recent reports recognize NICE as follows:
- Frost & Sullivan: quality management market share leader
for the fifth consecutive year; workforce management: market
share leader by product revenue;
- Gartner: ‘strong positive’, highest rating possible
regarding both contact center quality management and contact
center workforce management.
The market share rankings from Frost & Sullivan are based on
2006 product non-GAAP revenues . In addition, NICE non-GAAP
revenues in the enterprise market have increased at more than
41% from the first half of 2006 to the first half of 2007.
Keith Dawson, senior analyst at Frost & Sullivan said,
"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."
In its report, Frost & Sullivan also took note of NICE’s
IEX TotalView Workforce Management system and its "powerful
scheduling algorithms with discrete simulation technology to
generate staff plans that take into account site and network routing
rules as well as individual agent skills, skill levels, work
preferences and availability."
"We are happy to see recognition of our ongoing market
leadership and of our strategy for providing the high performance
contact center and enterprise with capabilities for improving
performance at the agent, operational and enterprise levels ,"
said Zvi Baum, NICE President of Enterprise Interactions Solutions.
" We are excited that the power and uniqueness of NICE
SmartCenter are being recognized by industry thought leaders."
(1) Gartner Inc., " MarketScope for Contact Center Quality
Management, 2007" by Jim Davies, September 14, 2007 ; and
" MarketScope for Contact Center Workforce Management,
2007" by Jim Davies, 16 July 2007.
NICE SmartCenter
NICE SmartCenter provides organizations with capabilities to
improve performance at the agent, operational and enterprise levels.
The solution drives contact center and enterprise performance by
leveraging the synergies of the combined capabilities of NICE’s
offering for interactions capture, quality management, interaction
analytics, workforce management, performance management, coaching,
and customer feedback; each the leading solution in its category,
unified within a Service-Oriented Architecture (SOA) framework,
providing powerful functionality with maximum flexibility.
About NICE
For more information
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