Gartner, Inc. places NICE in the leaders quadrant of the 2013 Magic
Quadrant for Contact Center Workforce Optimization, for its completeness of
vision and ability to execute
DMG Consulting ranks NICE as the speech analytics market share leader for
the fifth consecutive year, and as the contact center WFO market share
leader for the first half of 2013
Raanana, Israel, December 10, 2013 NICE Systems (NASDAQ: NICE) today
announced it has been positioned by Gartner, Inc. in the leaders quadrant
of the 2013 Magic Quadrant for Contact Center Workforce Optimization.[1]
The company has also been recognized as the market share leader in two
reports by DMG Consulting LLC.
KEY FACTS
NICE was recognized by Gartner, Inc. for its completeness of vision and
ability to execute, based on the criteria listed in the report.
NICE was recognized as the leading contact center WFO vendor for the first
half of 2013 with a 40 percent market share in DMG Consultings 2013
Workforce Optimization (Quality Management/Liability Recording) Mid-Year
Market Share Report.
NICE increased its market share in speech analytics between 2011 and 2012,
and maintains its leadership of this sector, according to DMGs 2013/2014
Speech Analytics Product and Market Report.
o NICE holds a 30.7 percent market share as of December 2012, up from 28.3
percent in the previous year, based on the number of seats, and also has the
largest number of customers.
o This is the fifth consecutive year in which NICE has led the speech
analytics segment, based on seats.
SUPPORTING QUOTES
Donna Fluss, President, DMG Consulting LLC
DMG continues to be bullish on the WFO market because these vendors are not
just sitting back and enjoying their success. This is a group of vendors
that is willing to work with customers to build features to improve the
customer experience. So, although the suite name is workforce optimization,
these vendors provide functionality that works in many ways to empower
companies to improve both the customer and employee experience while
reducing operating costs.
Yochai Rozenblat, President of the NICE Enterprise Group
NICEs continued leadership within the speech analytics and WFO markets
validates the strength of our technology, and we pride ourselves on
remaining at the forefront of both. We feel our position in the Gartner
leaders quadrant is a testament to NICEs completeness of vision in the
WFO domain. We believe it also reinforces our innovations in analytics,
real-time insights, gamification and other advanced technologies, and our
ability to deliver these on premise or via cloud. The bottom line is a more
engaged and customer-centric workforce, which lets organizations get closer
to their customers in order to provide an exceptional customer experience.
NICES WFO OFFERING
The NICE Workforce Optimization suite leverages integrated capabilities for
Workforce Management, Performance Management, Quality Management,
Interaction Analytics, Real-Time Guidance and Automation, and Voice of
Customer Feedback. NICE Workforce Optimization aligns organizations around
schedules, customer insights and performance metrics, and drives daily
action at the frontline to transform culture and customer experience.
About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its
research publications, and does not advise technology users to select only
those vendors with the highest ratings. Gartner research publications
consist of the opinions of Gartner’s research organization and should not be
construed as statements of fact. Gartner disclaims all warranties, expressed
or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
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. NICEs 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, [email protected]
Investors
Marty Cohen, +1 212 574 3635, [email protected], ET
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 Companys 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 Companys 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.
