What Vision & Execution Means to Us: NICE in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’

At NICE, we were very pleased to be acknowledged in the report. This is an achievement we, by no means, take lightly. Vision and execution are the cornerstones of success—possessing the insight into where your customers want to be today and tomorrow . . . and being able to deliver the solutions that meet these needs, in the best possible way and in a way that keeps customers happy.

At NICE we’ve been living and breathing customer experience for over 20 years. Whether in pioneering VoIP recording or introducing new technologies such as cross-channel interaction analytics—we’ve always set our sights on delivering the most advanced, reliable solutions that best meet our customer’s needs.

Our vision is constant—delivering the customer-centric solutions that make businesses successful. This success depends on the two pillars we all know very well—increasing revenues while decreasing costs. In our customer-centric, customer-facing world, this is all about the customer experience, securing loyalty while decreasing the cost of customer interactions—without sacrificing service levels. And with customer contacts coming in from all different directions these days, the phone, emails, web, social media—being able to do this has become all the more complex.

Now, more than ever, our customers need to optimize their customer interaction management—i.e. accurately understand customer intent, extract the most relevant business and customer insights from their customer interactions (from the broad variety of communication channel) and be able to act in real-time to impact the interaction and the business.

To help our customers meet these goals we have spent a lot of lab hours stretching the comfort zone of today’s technologies. We are committed to exhaustive R&D efforts, to delivering the most advanced and capable solutions that can address the future needs of our customers today.

As for the execution part—it’s all about the dedication and commitment of our team. At every level, to cross oceans and burn the midnight oil—to create the best solutions out there and keep our customers happy.

Whether in providing packaged business solutions that address specific, key issues such as customer loyalty and retention, or in delivering advanced capabilities for speech analytics  and real-time impact —at NICE we understand that our success rests on our ability to deliver complete, relevant solutions while nurturing the highest levels of customer satisfaction. And we want to thank the three main groups who have made this possible—our employees, customers and partners.

Thank You. For believing in our vision. For supporting our execution.

To download a complimentary copy of Gartner’s 2010 “Magic Quadrant for Workforce Optimization.”

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