Analyst Perspective

On the  Frost & Sullivan Customer Value Enhancement of the Year Award for Real-time Decisioning and Agent Guidance Solutions, February 2011

Keith Dawson, principal analyst at analyst firm Frost & Sullivan said, “…the NICE approach is notably different from other Real-time Decisioning providers in that it enables a variety of information to be pushed to the agent's attention during an interaction, including details of cross-channel communications that have happened before the current call. This is a key element involved in making the agent's process through an interaction more consistent.”Dawson also noted, “This approach is the hallmark of enhanced customer value: perfecting and institutionalizing best practices. As such, NICE Systems’ capabilities for real-time decision-making, and approach to the contact center real-time decisioning market earns the company the North America 2011 Frost & Sullivan Customer Value Enhancement of the Year Award.”Read more (http://www.nice.com/content/nice-receives-customer-value-enhancement-year-award-real-time-decisioning-and-agent-guidance)

On the launch of  NICE Process Enforcement Business Solution, December 2011

Keith Dawson, principal analyst at analyst firm Frost & Sullivan, said, “Financial services organizations such as banks and insurance companies require customer-facing personnel to adhere to a great number of processes and regulations. This is relevant when selling products and providing services such as opening new accounts, making address changes, or selecting new PINs. The room for error is great. The ramifications of such errors are financial loss, exposure to risk and customer dissatisfaction. These companies need a solution that provides real-time guidance to employees about what to do next, and which can intervene in real time to prevent them from making mistakes. A solution that can do this and which can be implemented enterprise-wide with zero down-time and no disruption to agent activity is key to effectively enforcing process adherence and regulatory compliance.”Read more:

http://www.nice.com/content/nice-introduces-new-process-enforcement-business-solution-real-time-capabilities-ensuring-re

On the 2010 Regional Agent Performance Optimization reports

Keith Dawson, principal analyst at Frost & Sullivan said, “ The NICE offering supports the entire agent-management environment and beyond by addressing key enterprise business issues as well. The advanced capabilities of the umbrella offering, NICE SmartCenter, enables organizations to optimize Customer Dynamics , that is – capturing customer and business intent, analyzing, and driving the best way for contact centers to respond and make a significant and positive impact on the performance of agents, the contact center, and the enterprise.”
In addition to presenting the benefits the core components of NICE SmartCenter , including interaction recording , quality management, workforce management, and performance management, the report by Frost & Sullivan noted NICE’s continued work as a leading developer of analytics applications for improving contact center and enterprise performance.
“NICE has been adept at focusing analytics applications on specific business problems, and offering them to the marketplace as packaged, targeted applications for issues such as improving first call resolution , fighting customer churn , reducing average handle time , or improving sales effectiveness . In this way, the benefits of analytics become clearer to users beyond its traditional role as an add-on to call recording and quality monitoring. The customer sees the ROI and the benefits, but not the underlying complexity that can make analytics seem daunting to deploy, ” Dawson added.
 

On Launch of Next Generation NICE IEX Workforce Management Solution, May 2010

"NICE has moved its industry-leading Workforce Management solution a huge leap forward with Release 4. The new multi-channel adherence capabilities of Release 4 will help workforce managers to handle the diverse work in contact centers much more effectively. The new open architecture will please the IT departments and give them flexibility in selecting the architecture that fits their standards." Keith Dawson, Principal Analyst, Frost & Sullivan