Analyst Perspective

DMG 2010/2011 Speech Analytics Product and Market Report, December 2011

NICE has been recognized as the worldwide leader in speech analytics implementations, with a 34% market share, in the new “2010/2011 Speech Analytics Product and Market Report” by DMG Consulting LLC. NICE also has the highest number of customers and garnered the highest overall score received for vendor satisfaction. The report is based on full-year 2009 market performance and covers 22 vendors.

According to DMG Consulting President, Donna Fluss, “Analytics is a major focus for NICE, and they have made and continue to make significant investments in R&D, marketing, and resources in this product area. NICE has a large installed base of WFO customers to whom they can up-sell their speech analytics solution. DMG expects analytics to continue to be a growth area for NICE for the next few years.”Read more:  http://www.nice.com/content/nice-recognized-worldwide-leader-speech-analytics-market-analyst-firm-dmg-consulting

DMG 2010 Quality Management/Liability Recording (WFO) Mid-Year Market Share report, December 2011

NICE’s market share of contact center workforce optimization increased to 38.3% in the first half of 2010, up from 33.6% from the same period during the previous year. NICE is also noted as the leader in sales of QM/QA applications during the first half of 2010.According to DMG Consulting President, Donna Fluss, “Contact center WFO revenue enjoyed solid growth in the first half of 2010 over the first-half 2009. NICE accounted for the majority of this market increase.”

Read more:  http://www.nice.com/content/nice-leadership-workforce-optimization-market-confirmed-new-report-analyst-firm-dmg-consulti

2010 Contact Center Workforce Management Market Report, March 2010
From Press Release:

NICE was named the worldwide leader in Workforce Managemen seats with an estimated 23.7% percent market share, in the new “2010 Contact Center Workforce Management Market Report” by DMG Consulting LLC, a leading analyst firm. In addition, NICE leads the market in number of customers, implementations and sites, based on DMG Consulting estimates. NICE received perfect scores in the professional services, service and support, pricing, and overall vendor satisfaction (which is a stand-alone category), in DMG’s contact center workforce management customer satisfaction study. The report is based on full-year 2009 market performance and covers 11 vendors.
Among the solution’s differentiators, the report highlights NICE IEX Workforce Management for being an integrated component of NICE’s Workforce Optimization (WFO) solution suite and for offering a multi-site capability that can run on one centralized server for all sites, or on multiple servers, and is noted as well for its real-time adherence capabilities.