Report ranks NICE #1 in market share in Quality Monitoring, Workforce Management, leading also in Contact Center Analytics
Ra’anana, Israel, August 02, 2011 - NICE Systems (NASDAQ: NICE), today announced thatit has been ranked as a leading player in key segments of the North American Contact Center Systems Market, according to the 2011 report by Frost & Sullivan. According to the report, which is based on 2010 data, NICE leads in the each of the three segments in which it participates, namely quality monitoring systems and workforce management software, having increased its market share in each segment over the previous year; and tying for the top position in contact center analytics, a category covered by the Frost report for the first time this year.
Keith Dawson, principal analyst at Frost & Sullivan said, “NICE Systems sells all the core solutions of a full agent performance optimization suite as NICE SmartCenter. The company has also been adept at focusing analytics applications on specific business problems and offering them to the marketplace as packaged, targeted applications. The company’s solutions enable organizations to ‘Impact Every Customer Interaction.’ This vision is achieved by capturing and analyzing customer and business intent and driving the best way for contact centers to optimize customer experience and make a significant and positive impact on the performance of agents, the contact center, and the enterprise.”
The report also highlights the newest release of NICE SmartCenter, noting that the introduction of real-time speech analytics combined with the real-time process optimization capabilities puts NICE in a unique position in the market to impact customer interactions while they occur.
“The NICE IEX WFM system is a comprehensive solution for improving the efficiency and effectiveness of staff planning, scheduling, intraday change management, and, optionally, performance management. By enhancing performance, improving resource planning, streamlining time-consuming tasks and, integrating data between applications, the NICE IEX WFM system enables contact centers to achieve customer service objectives at the lowest possible operating cost,” Mr. Dawson continued.
“We are pleased by the results of the new Frost & Sullivan report, which further illustrate our continuously growing market leadership,” said Udi Ziv, President of the Enterprise Product Group at NICE. “Our positions have strengthened year over year and reflect the strategic value add we bring in enabling our customers to uncover customer intent, gather strategic insights, and impact every customer interaction.”
The Contact Center Systems market is defined by Frost & Sullivan as comprising six segments: inbound contact routing systems, interactive voice response (IVR) and voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
The NICE Enterprise offering addresses the needs of customer-centric businesses with intent-based solutions. Driven by real-time, cross-channel analytics, NICE provides solutions for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back office operations. NICE Enterprise solutions are implemented by contact centers of all sizes, branches, trading floors and back offices.
About NICE Systems
NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies. www.nice.com.
Trademark Note:NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems' marks, please see:http://www.nice.com/nice-trademarks.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messer Ziv, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.