RA'ANANA, Israel, July 29, 2013 /PRNewswire/ -- NICE
Systems (NASDAQ: NICE) announced today that it has again been
recognized as the worldwide leader in the contact center Workforce
Optimization (WFO) market by DMG Consulting LLC. This is the third
consecutive year that NICE has been positioned as the top WFO
vendor. NICE has also been named the market share leader for
contact center Performance Management (CCPM), with a 39.5 percent
market share based on number of seats, according to the 2013 DMG
Contact Center Performance Management Market Report.
In the contact center WFO segment, NICE holds a 40.2 percent
market share for 2012, which is an increase from 37.9 percent in
the previous year. This is based on DMG's 2013 Workforce
Optimization (Quality Management/Liability Recording) Market Share
Report. According to this report, NICE also holds the leadership
position in the fast-growing cloud-based WFO market. The report
analyzes approximately 45 WFO vendors worldwide whose offerings
include four or more of the ten modules found in WFO suites,
including: quality assurance, workforce management, performance
management, voice of the customer/surveying, speech analytics, text
analytics, desktop analytics, coaching, eLearning, and call
recording.
"NICE's ongoing leadership in the WFO market reflects our
continued innovation and ability to deliver solutions that help
organizations get closer to their customers in order to provide an
exceptional customer experience. Our solutions enable enterprises
to help meet customer needs by better understanding the user,
engaging employees, acting in real time, and closing the loop to
ensure ongoing improvement in agent performance," said Benny Einhorn, Chief Marketing Officer at NICE.
"Additionally, our leadership in the cloud-based WFO market further
demonstrates our commitment to our customers as we are providing
them with a choice of different deployment platforms in order to
help them obtain the greatest possible value from their
investments."
"2012 was a strong year for the workforce optimization market
and a good year for CCPM solutions," said Donna Fluss, President of DMG Consulting.
"Tighter integration of CCPM with the other WFO modules is
extending the benefits and output of the modules and breaking down
information silos." DMG's CCPM report presents an in-depth analysis
of this technology segment and covers both leading and emerging
vendors.
NICE's WFO contact center suite contains all 10 modules to help
their customers evaluate and improve all aspects of the customer
experience: recording, coaching, e-learning, performance
management, surveying, speech analytics, workforce management,
desktop analytics, text analytics and a WFO back-office suite.
About NICE Systems
NICE Systems (NASDAQ: NICE) is the
worldwide leading provider of software solutions that enable
organizations to take the next best action in order to improve
customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE's solutions
empower organizations to capture, analyze, and apply, in real time,
insights from both structured and unstructured Big Data. This data
comes from multiple sources, including phone calls, mobile apps,
emails, chat, social media, video, and transactions. 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.
Corporate Media Contact
Erik
Snider, +1 877 245 7448, erik.snider@nice.com
Investors
Marty Cohen, +1 212 574 3635,
ir@nice.com, ET
Anat Earon-Heilborn + 972 9 775
3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press
release contains forward-looking statements as that term is defined
in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including the statements by
Messer Einhorn, are based on the
current expectations of the management of NICE-Systems Ltd. (the
Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; 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. 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, including
the Company's Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
SOURCE NICE Systems