NICE makes the most of current technologies to future-proof
customers' businesses
SANTA CLARA, California,
June 20, 2017 /PRNewswire/
-- Based on its recent analysis of the contact centers market,
Frost & Sullivan recognizes NICE with the 2017 North America
Frost & Sullivan Award for Product Line Strategy Leadership.
NICE's wide range of customer interaction solutions, along with its
strong intellectual property assets, have helped contact centers
improve and differentiate their customer experience. NICE has
consistently been a top five player for many years within the
segments of quality monitoring, call recording and analytics on the
strength of its customer centricity and visionary product line
strategies.
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NICE has a full range of solutions for its target markets,
including valuable real-time interaction management, advanced
analytics and employee engagement tools. Its customer interaction
solutions include:
- Workforce Optimization (WFO), a suite of analytics and
management solutions to enable enterprises to better manage the
back office and contact center
- Interaction Optimization, a set of tools for optimizing
customer interactions
- Sales Optimization
- Contact Center Compliance Solutions
- Customer Journey Solutions, providing real-time data capture
and analytics from all customer touchpoints, including the Web,
call center, retail outlets, email, chat and social media, to
create a unified view of a customer's journey.
In addition, its massive intellectual property portfolio
comprises 135 patents issued in the US, 50 patents issued in other
countries and more than 72 pending patent applications in the
US.
"NICE's product line addresses the needs of customers across the
spectrum, from complete and feature-rich enterprise offerings, to
cost-efficient, easy to use packages for the small- and
medium-sized business (SMB) market," said Frost & Sullivan
Principal Analyst, Digital Transformation. "Most importantly, its
product line boasts lower complexity, intuitiveness and costs to
address all areas of the market, not just enterprise."
The company recently launched two cutting-edge solutions. The
first is EvolveWFM, a completely redesigned workforce management
(WFM) solution for SMBs, delivering high functionality at reduced
costs and requiring minimal IT support. It aids automated
scheduling, forecasting and real-time adherence, which presents
companies with greater functionality. The second is NPM Essentials,
a performance management solution that is pre-configured and
pre-integrated for reduced cost and simplicity, yet providing a
solid set of performance management features.
NICE has complemented its strong organic growth with a strong
acquisition strategy. This has enabled it to bring products to the
market sooner than the competition and add functionality and value
to existing products. For instance:
- In 2010, when the industry was just considering real-time
analytics, NICE acquired eGlue to gain more functionality in this
area.
- In 2011, when the concept of Voice of the Customer (VoC) was
just establishing a toehold in the contact center market, NICE
acquired Fizzback to ontain VoC capabilities.
- In 2013, it leveraged the emerging area of Big Data when it
acquired Causata.
- In 2016, NICE acquired one of the market leaders in the cloud
contact center space, inContact, which endowed it with a complete
set of cloud contact center products.
- In 2016, it acquired aC2, a WFM solutions provider to add more
capabilities to its WFO offerings.
Besides, NICE is adept at utilizing assets from its other
business units to enhance existing solutions and create new ones.
It has one of the most complete sets of fraud detection, risk
management and compliance suites in its ACTIMIZE and SECURITY
business units.
By adhering to industry standards, NICE has ensured that its
products can be heavily customized by partners or customers. It
also has deep integrations with a wide array of third-party
suppliers to address customer needs.
"A well-known global brand, NICE serves 80% of the Fortune 100
companies, and more than 25,000 organizations in the enterprise as
well as security industries in more than 150 countries," noted Ms.
Jamison. "This success was possible due to its broad product
portfolio that serves customers' needs for quality, functionality
and price/performance value across the contact center market."
Each year, Frost & Sullivan presents this award to the
company that has developed a comprehensive product line that caters
to the breadth of the market it serves. The award recognizes the
extent to which the product line meets customer base demands, the
overall impact it has in terms of customer value as well as
increased market share.
Frost & Sullivan Best Practices awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analysis and extensive secondary research to identify best
practices in the industry.
About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of both
cloud and on-premises enterprise software solutions that empower
organizations to make smarter decisions based on advanced analytics
of structured and unstructured data. NICE helps organizations of
all sizes deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 85 of the Fortune 100
companies, are using NICE solutions. www.nice.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in
collaboration with clients to leverage visionary innovation that
addresses the global challenges and related growth opportunities
that will make or break today's market participants. For more than
50 years, we have been developing growth strategies for the global
1000, emerging businesses, the public sector and the investment
community. Contact us: Start the discussion.
Contact:
Chiara Carella
P: +44 (0) 207.343.8314
F: 210.348.1003
E: chiara.carella@frost.com