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Aphrodite Brinsmead, Analyst, Customer Interaction Technologies, Datamonitor, commented, "NICE achieved the highest overall score in the technology assessment, showing that it provides a comprehensive contact center analytics solution and consistent technical excellence. The vendor is also well respected by its customers and was rated highly in the end-user survey for product quality, vertical specialization, client engagement, financial stability, and integration with third-party vendors. The fact that the vendor's customers like their technology provider, in addition to a large market share, ensured that NICE received a place in Datamonitor's 'shortlist' category." According to the comprehensive analysis, NICE provides a full suite of workforce optimization applications, NICE SmartCenter. The Company's analytics offering, which includes text and speech analytics, Performance Management (PM), and desktop analytics, is noted for providing analysis of information from voice, customer relationship management (CRM), screen content, call flow, email and chat sessions. Key differentiators for NICE is its offering of packaged business optimization solutions to address critical needs for the contact center and enterprise, such as first call resolution, operational efficiency, customer retention, and collections efficiency. NICE also provides business intelligence (BI) capabilities with its Interaction Analytics for ad-hoc querying and analysis of customer interactions. Its PM offering provides hundreds of key performance indicators (KPIs) and metrics out of the box. NICE also has the ability to integrate its Interaction Analytics solution with other vendors' platforms and offers Interaction Analytics as a hosted service in addition to on-premises.
"It is gratifying to see our Contact Center Analytics offering garnering such accolades and being recognized for innovation, breadth of functionality, and unique business benefits," said Charles Born, Vice President of Marketing, NICE. "The Datamonitor report underscores the tremendous impact NICE has on the contact center analytics market. It also confirms that organizations that implement the various Analytics solutions from NICE are best positioned to benefit from the strategic value and business insights that are provided by customers during their calls with contact center agents." The NICE Interaction Analytics offering is part of NICE SmartCenter, which incorporates a suite of business applications for contact center customers. These applications include recording and quality management, speech and text analytics, workforce management, performance management, desktop analytics and automatic customer feedback survey systems.
About Datamonitor
Datamonitor is the world's leading provider of online data, analytic and forecasting platforms for key vertical sectors. It helps its clients - 5,000 of the world's leading companies, profit from better, more timely decisions. Through proprietary databases and a wealth of expertise, clients are provided with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive & Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology. Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, New York, San Francisco and Sydney.
About NICE
NICE Systems (NASDAQ: NICE | Quote | Chart | News | PowerRating) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 85 of the Fortune 100 companies. More information is available at www.nice.com.
Trademark Note:
360deg View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.
CONTACT: Galit Belkind, NICE Systems Tel: +1 877 245 7448 Daphna Golden, Investors, NICE Systems Tel: +1 877 245 7449 WWW: http://www.nice.com
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