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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