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The Frost & Sullivan report, EMEA Agent Performance Optimization, 2008, is based on 2007 revenue figures. NICE has a 34 percent share of the quality management market, ten percentage points over the nearest competitor.
Frost & Sullivan analyst Keith Dawson, "The NICE SmartCenter offering has the ability to deliver a real business value to both contact centers and enterprises. Strategically, it delivers customer-driven insights on how to improve agent performance for enhanced customer experience and loyalty. Furthermore, the solution's approach puts together all of its components through a single unified user interface which makes report extraction intuitive, no longer needing to have to extract one set of KPIs about agent activity in one place and then coordinate it with data about performance goals in another place. This is a winning combination."
NICE EMEA president Tamir Ginat said, "This report is further recognition of the strength of our market position, which is a reflection of the real value-add our solutions bring to our customers, the dedication of our staff, and the tremendous success of our business partners throughout the region."
Recent deals for the NICE SmartCenter include US utility Salt River Project (SRP), US-based provider of call tracking service company CallSource Inc., Thai VoIP service company TRUE Corporation, Idearc Media Corp. (NYSE: IAR), and three leading US banks.
NICE closed yesterday on Nasdaq at $26.49, giving a market cap of $1.59 billion. The share is at the low end of its 52-week range of $24.90 and $40.95.
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