NICE Positioned as a Leader in the Workforce Optimization Market by Top Industry Analyst Firms
(ENP Newswire Via Acquire Media NewsEdge) ENP Newswire - 14 December 2012
Release date- 13122012 - Ra'anana, Israel - NICE Systems (NASDAQ: NICE) has been positioned by Gartner, Inc. in the Leaders Quadrant of the November 2012 'Magic Quadrant for Contact Center Workforce Optimization' (WFO) report, based on completeness of vision and ability to execute.1
The company has also been ranked as the contact center WFO market leader by DMG Consulting. According to its November 2012 'Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report,' NICE holds a 41 percent share of the contact center WFO market.
'Workforce optimization solutions sell well in both challenging and good economic times because they deliver quantifiable benefits to organizations,' said Donna Fluss, president, DMG Consulting LLC. 'These vendors are responsive to their customers and the needs of the market and continue to deliver new capabilities to improve the value of their solutions. During the next few years, DMG expects to see WFO vendors make investments in multi-channel analytics and real-time solutions for speech analytics and agent guidance.'
'We are pleased to be recognized as a leading contact center WFO vendor by the top industry analysts,' said Yochai Rozenblat, President of the NICE Enterprise Group. 'The NICE WFO suite is in a leading position because of its ability to consistently address companies' business needs and priorities such as growing revenue, reducing cost and increasing customer satisfaction. We're constantly looking for ways to build on this strength through innovation and insight into future market needs.'
NICE's positioning in Gartner's Leaders Quadrant demonstrates that it 'provides functionally broad and deep WFO solutions that can be deployed and supported globally. [Its] software is suitable for enterprises of all sizes and complexities, and has broad industry coverage. Revenue is strong, and new references are readily available.'
NICE Workforce Optimization leverages integrated capabilities for Workforce Management, Performance Management and Quality Management, Interaction Analytics, Real-Time Guidance & Automation, and Real-Time Customer Feedback. NICE's WFO solutions aim to engage both employees and customers, and to ultimately help businesses deliver excellent customer service.
About The Magic Quadrant
All statements in this report attributable to Gartner represent NICE's interpretation of data, research opinion or viewpoints published as part of a syndicated subscription service by Gartner, Inc., and have not been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the date of this announcement). The opinions expressed in Gartner publications are not representations of fact, and are subject to change without notice.
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including phone calls, mobile apps, emails, chat, social media, and video. NICE's solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com.
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