Gartner, Inc. places NICE in the Leaders Quadrant of the 2012 Magic Quadrant
for Contact Center Workforce Optimization
DMG Consulting ranks NICE as the top contact center workforce optimization
vendor based on market share
Ra’anana, Israel, December 13, 2012, NICE Systems (NASDAQ: NICE) has been
positioned by Gartner, Inc. in the Leaders Quadrant of the November 2012
“Magic Quadrant for Contact Center Workforce Optimization” (WFO) report,
based on completeness of vision and ability to execute.[1] The company has
also been ranked as the contact center WFO market leader by DMG Consulting.
According to its November 2012 “Workforce Optimization (Quality
Management/Liability Recording) Mid-Year Market Share Report,” NICE holds a
41 percent share of the contact center WFO market.
“Workforce optimization solutions sell well in both challenging and good
economic times because they deliver quantifiable benefits to organizations,”
said Donna Fluss, president, DMG Consulting LLC. “These vendors are
responsive to their customers and the needs of the market and continue to
deliver new capabilities to improve the value of their solutions. During the
next few years, DMG expects to see WFO vendors make investments in
multi-channel analytics and real-time solutions for speech analytics and
agent guidance.”
“We are pleased to be recognized as a leading contact center WFO vendor by
the top industry analysts,” said Yochai Rozenblat, President of the NICE
Enterprise Group. “The NICE WFO suite is in a leading position because of
its ability to consistently address companies’ business needs and priorities
such as growing revenue, reducing cost and increasing customer satisfaction.
We’re constantly looking for ways to build on this strength through
innovation and insight into future market needs.”
NICE’s positioning in Gartner’s Leaders Quadrant demonstrates that it
“provides functionally broad and deep WFO solutions that can be deployed and
supported globally. [Its] software is suitable for enterprises of all sizes
and complexities, and has broad industry coverage. Revenue is strong, and
new references are readily available.”
NICE Workforce Optimization leverages integrated capabilities for Workforce
Management, Performance Management and Quality Management, Interaction
Analytics, Real-Time Guidance & Automation, and Real-Time Customer Feedback.
NICE’s WFO solutions aim to engage both employees and customers, and to
ultimately help businesses deliver excellent customer service.
About The Magic Quadrant
All statements in this report attributable to Gartner represent NICE’s
interpretation of data, research opinion or viewpoints published as part of
a syndicated subscription service by Gartner, Inc., and have not been
reviewed by Gartner. Each Gartner publication speaks as of its original
publication date (and not as of the date of this announcement). The opinions
expressed in Gartner publications are not representations of fact, and are
subject to change without notice.
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that
deliver strategic insights by capturing and analyzing mass quantities of
structured and unstructured data in real time from multiple sources,
including phone calls, mobile apps, emails, chat, social media, and video.
NICE’s solutions enable organizations to take the Next-Best-Action to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. 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 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 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.
