Evaluation based on ability to execute and completeness of vision
RA'ANANA, Israel, Oct. 23 /PRNewswire-FirstCall/ -- NICE Systems
Ltd. (NASDAQ:NICE), the global provider of advanced solutions that
enable organizations to extract Insight from Interactions to drive
performance, today announced that it has been positioned by
Gartner, Inc. in the Leaders Quadrant of the October 2009 "Magic
Quadrant for Workforce Optimization (WFO)" report.(1) Gartner
defines Leaders as those companies that "provide functionally broad
and deep WFO software solutions that can be deployed and supported
globally. The solutions are suitable for all sizes and complexities
of enterprises and have broad industry coverage. Revenue is strong,
and new references are readily available." Contact center workforce
optimization (WFO) can have a significant impact on customer
experience and operational efficiency. According to Gartner, "By
YE09, 30% of large organizations will adopt an integrated strategy
for WFO to achieve the associated increases in operational
efficiency and customer satisfaction." The Gartner report states
that "Increased organizational awareness surrounding the value
proposition associated with WFO, combined with an expanding set of
viable vendors, is fueling market adoption." Gartner notes, "We
estimate that more than 500 contact centers are deploying
integrated WFO solutions globally (up from 350 last year) and that
revenue from the combined functional domains exceeded $1 billion
worldwide in 2008, and is fairing well in the current recession,
due to the impact it can have on the customer experience and
operational efficiency." As defined by Gartner, an integrated WFO
solution "enables information, insights, workflow, and core contact
center functions to be melded so that they complement and align
with the business' high level strategy." The report outlines "the
key functional domains" of WFO as "Workforce Management (WFM) and
strategic planning, call recording and quality management (QM),
coaching and e-learning, performance management, surveying, and
interaction analytics," which includes speech analytics. As
companies are turning their attention to analytics, "performance
management and speech analytics in particular "should not be viewed
as luxury "add ons"" but as embedded parts of a fully functional
solution, given "the insight they provide." The report evaluated
NICE for "completeness of vision" and "ability to execute", which
is based in part on the product, service, and the customer
experience. NICE SmartCenter, NICE's WFO suite of business
applications for contact center and enterprise customers includes
unique analytics-driven business solutions for addressing specific
key business challenges such as first call resolution, average
handle time, churn, and customer satisfaction. The NICE business
solutions integrate recording, QM, WFM, interaction analytics and
more into end-to-end, out-of-the-box solutions that improve
operational efficiency, compliance with regulations, sales and
marketing effectiveness, and the overall customer experience.
Charles Born, Vice President of Global Marketing at NICE, said,
"Today, more than ever, we see contact center and enterprise
decision makers looking for a business solution that leverages the
WFO functional domains to solve pressing business issues. NICE
SmartCenter is an innovative solution that is helping companies
maintain and nurture their customer assets, as well as control
costs. We are pleased to be acknowledged as a Leader, which we
believe is for our unique ability to deliver timely, relevant, and
accurate business insights from customer interactions, allowing
thousands of organizations worldwide to achieve their strategic and
operational goals." About The Magic Quadrant The Magic Quadrant is
copyrighted 2009 by Gartner, Inc. and is reused with permission.
The Magic Quadrant is a graphical representation of a marketplace
at and for a specific time period. It depicts Gartner's analysis of
how certain vendors measure against criteria for that marketplace,
as defined by Gartner. Gartner does not endorse any vendor, product
or service depicted in the Magic Quadrant, and does not advise
technology users to select only those vendors placed in the
"Leaders" quadrant. The Magic Quadrant is intended solely as a
research tool, and is not meant to be a specific guide to action.
Gartner disclaims all warranties, express or implied, with respect
to this research, including any warranties of merchantability or
fitness for a particular purpose. About NICE NICE Systems
(NASDAQ:NICE) 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 http://www.nice.com/. NICE
Trademarks: 360 degrees 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. This
press release contains forward-looking statements as that term is
defined in the Private Securities Litigation Reform Act of 1995.
Such statements are based on the current expectations of the
management of NICE Systems Ltd. (the Company) only, and are subject
to a number of risk factors and uncertainties, including but not
limited to 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, which could cause the actual results or performance
of the Company to differ materially from those described therein.
We undertake no obligation to update these forward-looking
statements. 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. (1) Gartner "Magic Quadrant for Contact Center
Workforce Optimization, 2009," by Jim Davies, October 12, 2009.
Corporate Media Contact NICE Systems +1 877 245 7448 Galit Belkind
Investors NICE Systems +1 877 245 7449 Daphna Golden DATASOURCE:
NICE Systems Ltd. CONTACT: Corporate: Galit Belkind,
+1-877-245-7448, ; or Investors: Daphna Golden, +1-877-245-7449, ,
both of NICE Systems Web Site: http://www.nice.com/
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