IT Scan

November 24, 2005
Frost & Sullivan Market Leadership Award to NICE Systems

NEW DELHI -- NICE Systems, the global provider of advanced solutions that enable organisations to extract insight from interactions to drive performance, recently received the Market Leadership Award in the Asia-Pacific Call Monitoring Systems Market. This is the third year straight that NICE is given this recognition by Frost & Sullivan.

NICE led the Indian market with a 43.4 percent market share, and the Asia-Pacific market by 47.1 percent. About NICE, Audrey William, Industry Manager, ICT Practice, Frost & Sullivan Asia Pacific, conveyed: "NICE has emerged as a powerhouse, gaining substantial mind-share and market share in the Asia Pacific call monitoring space in 2004. Its success can be attributed to its excellent strategic alliances, as well as a solid network of channel partners. In addition, NICE's ability to innovate its offerings has given it an edge in the contact center industry."

Shailesh Dave, Global Director of Best Practices Group, Frost & Sullivan giving award to Doron Ben-Sira, President, NICE APAC Ltd.

In another study, "World Agent Performance Optimisation Market", done in 2005 by Frost & Sullivan, NICE is ranked No.1 in the global quality monitoring market, accounting for 33.7 percent of the worldwide market (products and services). It is also the leader in the combined software and hardware market worldwide with 38.4 percent market share - nearly as much as its two closest competitors combined.

Manoj Menon, partner at Frost & Sullivan, commented, "Frost & Sullivan believes that NICE will continue to be a dominant player in the call monitoring market in years to come. The company has focused exceptionally well in key verticals such as the financial services, telecommunications and outsourcing segments."

NICE’s leader position is reinforced by its flagship solution, NICE Perform, a fully integrated end-to-end solution that provides multi-dimensional analytics for a range of customer interactions from a wide variety of information sources.

Telephonic or web-based interactions between a contact center and its customers can contain strategic intelligence that helps improve business and operational performance. However, today’s customer relationship management systems used by most contact centers and enterprises can gather only transactional information like who bought what, and when. They are not able to identify and analyse the valuable information hidden in interaction between the contact center agents and the customers. This is all going to change.

With NICE Perform, NICE is breaking technological ground with a new fully integrated and holistic approach based on multidimensional content analytics, which combines:

• Speech recognition
• Call flow analysis
• Agent coaching
• Emotion detection
• Monitoring of application events
• Customer feedback
• Key word spotting

NICE Perform, which has already enabled many Tier-1 organisations across the world to extract insight from interactions, enables organisations to significantly expand and enhance the impact of quality monitoring:

• Powerful solution for managing the contact center based on KPIs
• Closing the loop from KPIs to agent performance with an integrated coaching solution
• Creating new career development opportunities in the contact centre

Contact:
NICE Systems
www.nice.com