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| Leading Industry Analysts Unanimously Rank NICE #1 |
In their recent reports leading industry analysts, including Frost & Sullivan, Datamonitor and DMG Consulting LLC, all named NICE the marketshare leader in contact center quality monitoring and liability recording.
Frost & Sullivan
In the recent World Agent Performance Optimization Market 2005 study, independent analyst Frost & Sullivan ranked NICE first in the global quality monitoring market. In addition, NICE was recognized for excellence in all areas of market leadership. NICE was singled out as the global quality monitoring industry leader with 33.7% of the worldwide market (products and services). NICE also leads the combined software and hardware market worldwide with 38.4% market share - nearly as much as its two closest competitors combined.
The Frost & Sullivan report shows that NICE also retained its number one position in each major geographical region, with 31% (software and hardware) in North America and 50% in EMEA. The report discusses NICE Perform's capabilities in helping "tap the intelligence and gain insight from customer interactions, to enhance business performance throughout the enterprise." Among the capabilities highlighted are word spotting, emotion detection and talk analysis.
"NICE also offers an integrated and feature rich coaching module to its customers. The functionality contained in this module enables supervisors to create and send coaching packages to agents," says Seema Lall, industry analyst, Frost & Sullivan. "NICE provides a very comprehensive analytics solution encompassing a broad range of features and capabilities within a single, easy to use interface. Frost & Sullivan lauds NICE System's attempt to help enterprises tap on the hidden 'goldmine' within customer interactions."
Datamonitor
In the Q2-2005 Recording Industry Quarterly, published by Datamonitor in November, 2005, NICE was also cited as the industry's leader with majority marketshare in the overall recording and applications market, as well as number one in Contact Centers, Quality Assurance, North America, APAC, Western Europe and ROW.
DMG Consulting LLC
Furthermore, a report by DMG Consulting LLC, a leading analyst firm, named NICE as the market leader in the contact center quality management and liability recording markets. DMG cites NICE as the leader with majority marketshare worldwide.
This report provides a comprehensive market share analysis by vendor for all segments of the QM/Liability recording market in all geographies. The report names NICE as the clear leader in voice recording. NICE is also noted for leading with a majority marketshare in all geographies.
According to DMG Consulting Principal Donna Fluss, "NICE is an innovator and a leader in the contact center recording/quality assurance market. They have taken a dominant role in the recording side of the business through a combination of organic growth and acquisitions. NICE is now building market share with their speech analytics offering included in NICE Perform."
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"NICE also offers an integrated and feature rich coaching module to its customers. The functionality contained in this module enables supervisors to create and send coaching packages to agents. NICE provides a very comprehensive analytics solution encompassing a broad range of features and capabilities within a single, easy to use interface. Frost & Sullivan lauds NICE System's attempt to help enterprises tap on the hidden 'goldmine' within customer interactions." Seema Lall, industry analyst, Frost & Sullivan.
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