NICE Has Leading Market Share in EMEA According to Recent Agent Performance Optimization Report by Analyst Firm Frost & Sullivan
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 independent analyst firm, Frost & Sullivan, identified NICE’s SmartCenter solution for improving contact center and enterprise performance as leading in market share in the EMEA region in its recent market report, EMEA Agent Performance Optimization, 2008. The data in the report is based on 2007 revenues The report cited NICE as having 34% of the quality management market, 10 percentage points over the nearest competitor.
Keith Dawson, Senior Analyst at Frost & Sullivan commented, “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.”
NICE SmartCenter is helping organizations tackle the challenges of today’s dynamic business environment which include a wave of new regulations that require greater capabilities in ensuring compliance and in managing risk; the need to stay on top of growing customer expectations across multiple touch-points; and the imperative to stay ahead of more competition than ever when it comes to ensuring customer loyalty and retention.
“We are happy to see further validation of the NICE SmartCenter strategy for enabling organizations across a variety of vertical markets to improve the business performance of their call centers and enterprise ,” said Tamir Ginat, President, NICE EMEA. “This report is further recognition of the strength of our market position, which is a reflection of the real value-add our solutions bring to our customers, the dedication of our staff, and the tremendous success of our business partners throughout the region .”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. NICE’s 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. NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies. More information is available at
www.nice.com.
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