Analyst Perspective

On the launch of NICE Real Time PCI Compliance solution, January 2011

Aphrodite Brinsmead, analyst at Ovum said, “PCI requirements obligate organizations that handle credit card information to change the way they record and store data. In order to remove sensitive data from call recordings, enterprises need a system that automatically stops recording when card numbers are spoken over the telephone. Integration of desktop analytics and call recording, as offered by NICE, will help these organizations to meet regulations by expediting the process of removing cardholder information. They will be able to record and listen to interactions knowing that protected information has been removed.”

Read more:  http://www.nice.com/content/nice-introduces-new-real-time-pci-solution-payment-card-industry-compliance

Decision Matrix: Selecting a Speech Analytics Vendor, July 2010

NICE gained high scores in each area of the Decision Matrix, and as a result Ovum has placed it in the Shortlist category. NICE’s continued strength in the WOT (Workforce Optimization Technologies) market makes it a leader for speech analytics; it has a large customer based, a successful go-to-market strategy, and continues to provide strong technology, both through development and acquisitions. NICE’s solution is unique in that it does not view speech analytics as an independent tool and believes its true value comes when integrated tightly with the rest of the WOTs stack. The Interaction Analytics application analyzes information from different customer channels alongside agents’ performance and actions. It allows managers to track KPIs, follow trends in customer service and uncover the root cause of calls. The vendor differentiates itself through its multi-channel offering and packaged business solutions. It continues to expand its solution and focus on realtime contact center tools through the eglue acquisition.
Aphrodite Brinsmead, Analyst, Ovum

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, Datamonitor