NICE Named Industry Leader by Independent Analyst Firm Frost & Sullivan
RA'ANANA, Israel - In the recent 2005 study by Frost and Sullivan entitled World Agent Performance Optimization Market, NICE Systems ranked first in the global quality monitoring market. In addition, NICE was recognized for excellence in all areas of market leadership, including the success of the vision for business performance management that is based on the company's Insight from Interactions strategy, enabled by the capabilities of NICE Perform™, as well as successfully transitioning to a solution-focused company.
NICE has been singled out as the global quality monitoring industry leader with 33.7 percent of the worldwide market (products and services). NICE also leads the combined software and hardware market worldwide with 38.4 percent market share.
The Frost and Sullivan report shows that NICE also retained its number one position in each major geographical region as well, with 31 percent of (software and hardware) in North America and 50 percent in EMEA.
The report discusses NICE Perform's capabilities in helping "tap the intelligence and gain insight from customer interactions, to enhance business performance throughout the enterprise." Among the capabilities highlighted are word spotting, emotion detection and Talk Analysis.
"NICE also offers an integrated and feature rich coaching module to its customers. The functionality contained in this module enables supervisors to create and send coaching packages to agents," says Seema Lall, industry analyst, Frost and Sullivan. "NICE provides a very comprehensive analytics solution encompassing a broad range of features and capabilities within a single, easy to use interface. Frost and Sullivan lauds NICE System's attempt to help enterprises tap on the hidden 'goldmine' within customer interactions."
The ranking follows on another recent Frost and Sullivan survey of the industry in APAC in which NICE earned the Frost and Sullivan 2005 Market Leadership Award in the Asia Pacific call monitoring systems market. Audrey William, industry manager of ICT Practice at Frost and Sullivan Asia Pacific, said, "NICE has emerged as a powerhouse, gaining substantial mindshare and market share in the Asia Pacific call monitoring space in 2004. Its success can be attributed to its excellent strategic alliances, as well as a solid network of channel partners. In addition, NICE's ability to innovate its offerings has given it an edge in the contact center industry."
Manoj Menon, partner at Frost and Sullivan added, "Frost and Sullivan believes that NICE will continue to be a dominant player in the call monitoring market in years to come. The company has focused exceptionally well in key verticals such as the financial services, telecommunications and outsourcing segments."