NICE Maintains Its Top Position as CC Workforce Optimization Market Share Leader, According to DMG Consulting
17 Mai 2016 - 1:00PM
Business Wire
Recent analyst report also shows that NICE
achieves clear WFO market share leadership for non-security
deployments
NICE Systems (NASDAQ: NICE) announced today that it has
been acknowledged by DMG Consulting LLC as the worldwide leader in
contact center WFO, with 40.3% of the market share. NICE was also
recognized as the WFO market share leader for non-security
deployments, garnering 38.5 percent of the market.
NICE WFO continues to lead and re-define the workforce planning,
management and engagement environment with solutions such as
Adaptive WFO. Enabling organizations to better assess agents,
through the creation of a persona that captures their metrics,
attributes and preferences, to both empower them and management to
achieve superior contact center performance.
The DMG Consulting 2016 Contact Center Workforce Optimization
Market Share Report addressed 2015 revenue and market shares for
all vendors worldwide who have a contact center workforce
optimization suite which includes at least four of the following 11
applications: recording, quality assurance/quality management,
contact center performance management, surveying/voice of the
customer, workforce management, speech analytics, text analytics,
desktop analytics, gamification, coaching and eLearning. According
to the report, customer journey analytics is starting to gain
traction as another standard component of these suites.
NICE’s WFO contact center suite offers all 12 of these modules
in addition to a WFO back-office suite to help their customers
evaluate and improve all aspects of the customer experience.
Donna Fluss, President of DMG Consulting:
“We are in the midst of the “big data” revolution. The data is
available and the WFO solutions are an important source of
information. It is now a question of how to use this data to
achieve top enterprise servicing goals, specifically to provide an
outstanding customer experience, make it easy for customers to
conduct business and to deliver personalized service cost
effectively.”
Miki Migdal, President of the NICE Enterprise Product
Group:
“DMG’s recognition confirms our continued leadership role in the
contact center WFO market. We are proud of our capability to
deliver the best Workforce Optimization and Workforce Management
solutions available, which is fueled by our commitment to help
companies provide exceptional customer service. Our agent-centered
WFO solutions engage and empower employees, driving performance and
reducing attrition, which are key for successful contact center
operations.”
About NICE Systems
NICE Systems 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. 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: 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.
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NICE SystemsCorporate Media ContactErik Snider, +1
877-245-7448erik.snider@nice.comorInvestorsMarty Cohen, +1
212-574-3635, ETir@nice.comorYisca Erez, +972 9 775
3798, CETir@nice.com
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