NICE increased its contact center WFO market share in 2012, according to
DMG’s report
NICE also leads the contact center performance management market, based on
seat count
RA’ANANA, Israel, July 29, 2013 – 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 third consecutive year that NICE has been positioned as the top
WFO vendor. NICE has also been named the market share leader for contact
center Performance Management (CCPM), with a 39.5 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 40.2 percent market share
for 2012, which is an increase from 37.9 percent in the previous year. This
is 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. 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.
“NICE’s ongoing leadership in the WFO market reflects our continued
innovation and ability to deliver solutions that help organizations get
closer to their customers in order to provide an exceptional customer
experience. Our solutions enable enterprises to help meet customer needs by
better understanding the user, engaging employees, acting in real time, and
closing the loop to ensure ongoing improvement in agent performance,” said
Benny Einhorn, Chief Marketing Officer at NICE. “Additionally, our
leadership in the cloud-based WFO market further demonstrates our commitment
to our customers as we are providing them with a choice of different
deployment platforms in order to help them obtain the greatest possible
value from their investments.”
“2012 was a strong year for the workforce optimization market and a good
year for CCPM solutions,” said Donna Fluss, President of DMG Consulting.
“Tighter integration of CCPM with the other WFO modules is extending the
benefits and output of the modules and breaking down information silos.”
DMG’s CCPM report presents an in-depth analysis of this technology segment
and covers both leading and emerging vendors.
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. 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 Einhorn, 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.
