RA'ANANA, Israel, November 12, 2015 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) announced today
that it has again been acknowledged by DMG Consulting LLC as the
worldwide leader in the contact center Workforce Optimization (WFO)
market. According to DMG's 2015 WFO Mid-Year Market Share Report,
NICE holds a 38.4 and 39.1 percent market share in the contact
center WFO and contact center voice recording segments,
respectively.
This report comes after NICE's launch of a new approach for
workforce optimization - Adaptive WFO. This approach creates a
workforce planning, management and engagement environment that
adapts in real time to personalized agent profiles, or personas.
These personas are generated based on advanced multi-channel
analytics data, such as CSAT scores, average handles times, tenure
and past work experience.
"We are proud to continue in our role as the leader in the
contact center WFO market," said Miki
Migdal, President of the NICE Enterprise Product Group.
"NICE is committed to helping businesses deliver perfect customer
experiences and Adaptive WFO is a testament to this pledge, as it
engages and empowers the workforce, which is really the nucleus of
successful contact center operations. By focusing on personalizing
the organization-employee relationship, Adaptive WFO drives
performances, reduces attrition, and improves the customer
experience."
The report found that the WFO market is transitioning from being
dedicated to optimizing agent performance to offering solutions for
staff optimization and enterprise analytics, with newer
analytically-oriented applications continuing to gain momentum.
This report analyzed 45 WFO vendors worldwide who offer a suite
of products for contact centers including recording, quality
assurance/quality management, workforce management, contact center
performance management, speech analytics, text analytics, desktop
analytics, enterprise feedback management/surveying, eLearning,
coaching, gamification and customer journey analytics. To be
considered a WFO suite provider, a vendor must offer recording and
quality assurance and at least two of the other applications.
NICE's WFO contact center suite offers all 12 of these modules
as well as a WFO back-office suite to help their customers assess
and enhance all aspects of the customer experience.
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make
smarter decisions based on advanced analytics of structured and
unstructured data. NICE solutions help the world's largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE solutions. 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 Mr. Migdal, 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
Yisca Erez +972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems