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DMG research can be found at http://www.dmgconsult.com/
2009/2010 Speech Analytics Market Report
NICE Interaction Analytics ranked first in market share with a leading 37 percent and first in number of customers, implementations and sites; NICE also receives perfect scores in two customer satisfaction categories
"Interaction Analytics (speech analytics) is an important application area for NICE. They are making substantial R&D investments in it and have a built a professional services team that is dedicated to this solution. Customers are clearly responding well to their Interaction Analytics professional services team, as is evidenced by the top scores NICE received for professional services and training in DMG Consulting's 2009 speech analytics customer satisfaction study." Donna Fluss, President, DMG Consulting
On NICE Quality Optimization Solution, April 2009
"Contact center managers are asking for solutions that deliver timely and actionable results. Workforce optimization vendors are listening and taking the lead in responding. NICE has introduced a unique business oriented QM offering, which blends workflow, Key Performance Indicator (KPI) and analytics-enabled capabilities, to give managers the information they need to quickly identify and address problems."
Donna Fluss, President
2008 Quality Management/Liability Recording Mid-Year Market Share Report, November 2008
"NICE has consistently been a top performer and has strong momentum. Their ongoing success is reflected by their 23.3% increase in revenue from $242.1 million during the first half of 2007 to $298.6 million for the same period in 2008".
"NICE's 23.3% revenue increase with NICE SmartCenter, its Quality Management/Liability Recording solution, is an impressive growth rate, making it the biggest winner in the contact center WFO segment between the first half of 2007 and the first half of 2008."
Donna Fluss, President, DMG Consulting.
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