Analyst Perspective

On launch of NICE Real Time Speech Analytics solution, January 2011

Michael Maoz, Research Vice President for Customer Strategies at leading analyst and advisory firm, Gartner, commented, “Contact centers are evolving into a strategic hub for businesses. After 20 years focused on efficiencies, customer service centers increasingly will bear the responsibility for customer loyalty and revenue generation. Real-time speech analytics is a technology that has been waiting for a market breakthrough. When fully integrated with customer-centric solutions, it will enable contact centers to realize their strategic business potential. Processes and measurement metrics will need to evolve for this to happen, but the value is clear: uncovering customer intent and gaining insights during the actual interaction enables organizations to deliver exactly what customers need in real time. This is the key to securing the customer relationship, improving satisfaction and loyalty, and ultimately driving revenue growth.”Read more: http://www.nice.com/content/nice-introduces-real-time-speech-analytics-understanding-intent-real-time-and-delivering-an-impact-on-customer

Gartner Magic Quadrant for Workforce Optimization, Oct. 2010 

NICE is positioned in Leader's quadrant based on ability to execute and completeness of vision. Gartner defines leaders as those companies that "provide functionally broad and deep WFO software portfolios that can be deployed and supported globally. They are suitable for all sizes and complexities of enterprises and have broad industry coverage. Revenue is strong, and new references are readily available."
Jim Davies, Research Director, Gartner