RA'ANANA, Israel, June 10, 2014 /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 fourth consecutive year that NICE has been
positioned as the top WFO vendor, with an increase in market share.
NICE has also been named the market share leader for contact
center Performance Management (CCPM) with a 40.6 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 40.8 percent
market share for 2013, 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 with a 43.8 percent
share of the 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.
"2013 was a good year for the WFO market, but one that indicates
that this is a maturing market," said Donna
Fluss, President of DMG Consulting. "DMG expects the WFO
market to reinvent itself and to come on strong, even if it takes
several years for this transition to occur. The WFO market often
outperforms other contact center IT sectors, as well as many
general IT segments, because it keeps delivering innovation."
In DMG's CCPM report Fluss states, "CCPM's time may finally have
come. 'Big data,' employee engagement, and the increasing
importance of capturing and analyzing the customer journey are
major trends that are driving end users to give CCPM a fresh
look."
"Our leadership in the WFO and CCPM markets reinforces the
success of our solutions in helping organizations align their
workforce around a common set of goals in order to deliver an
exceptional customer experience and increase the bottom line," said
Yochai Rozenblat, President of the
NICE Enterprise Group. "NICE Workforce Optimization engages
employees through coaching and competition to drive higher levels
of performance across the organization. We are continuously
innovating to provide companies with tools for employee engagement,
like the gamification capabilities that we offer in our latest
release of NICE Performance Management."
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. http://www.nice.com.
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 Rozenblat, 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.
Corporate Media Contact
Erik Snider, +1-877-245-7448,
erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635,
ir@nice.com, ET
SOURCE NICE Systems Ltd.