Datamonitor recognized NICE’s leadership position in its 2009 contact center analytics market report “Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus); Analytics and reporting as differentiators in a difficult economy.”
NICE’s contact center analytics offering, which includes its performance management and interaction analytics solutions, achieved high scores for every category in the technical assessment section, coming in significantly ahead of its competitors, with consistent technical excellence. NICE also achieved top ratings for its significant market impact, high rating by customers, and has been placed in the highest ranked ‘shortlist’ category.
According to the comprehensive analysis, NICE provides a full suite of workforce optimization applications – NICE SmartCenter. The Company’s analytics offering, which includes text and speech analytics, performance management (PM), and desktop analytics, is noted for providing analysis of information from voice, customer relationship management (CRM), screen content, call flow, email and chat sessions.
Key differentiators for NICE are its offering of packaged business optimization solutions to address critical needs for the contact center and enterprise, such as first call resolution, operational efficiency, customer retention, and collections efficiency. NICE also provides business intelligence (BI) capabilities with its interaction analytics for ad-hoc querying and analysis of customer interactions. Its PM offering provides hundreds of key performance indicators (KPIs) and metrics out of the box. NICE also has the ability to integrate its Interaction Analytics solution with other vendors’ platforms and offers Interaction Analytics as a hosted service in addition to on-premises.
“NICE achieved the highest overall score in the technology assessment, showing that it provides a comprehensive contact center analytics solution and consistent technical excellence. The vendor is also well respected by its customers and was rated highly in the end-user survey for product quality, vertical specialization, client engagement, financial stability, and integration with third-party vendors. The fact that the vendor’s customers like their technology provider, in addition to a large market share, ensured that NICE received a place in Datamonitor’s ‘shortlist’ category,” says Aphrodite Brinsmead, analyst, Customer Interaction Technologies, Datamonitor.
“It is gratifying to see our contact center analytics offering garnering such accolades and being recognized for innovation, breadth of functionality, and unique business benefits,” says Charles Born, vice president of Marketing, NICE. “The Datamonitor report underscores the tremendous impact NICE has on the contact center analytics market. It also confirms that organizations that implement the various analytics solutions from NICE are best positioned to benefit from the strategic value and business insights that are provided by customers during their calls with contact center agents.”
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