NICE Recognized as the Worldwide Leader in Workforce Management by Analyst Firm DMG Consulting, Ranks First in Market Share and Other Leading Categories

RA'ANANA, Israel, May 3 /PRNewswire-FirstCall/ -- NICE Systems (Nasdaq: NICE), a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, announced today that it has been named the worldwide leader in workforce management seats with an estimated 23.7% percent market share, in the new "2010 Contact Center Workforce Management Market Report" by DMG Consulting LLC, a leading analyst firm. In addition, NICE leads the market in number of customers, implementations and sites, based on DMG Consulting estimates. NICE received perfect scores in the professional services, service and support, pricing, and overall vendor satisfaction (which is a stand-alone category), in DMG's contact center workforce management customer satisfaction study. The report is based on full-year 2009 market performance and covers 11 vendors.

According to DMG Consulting President, Donna Fluss, "While the economy is showing signs of recovery, the pressure is still on all operating areas, including contact centers, to increase productivity and reduce operating expenses while contributing to top enterprise goals – providing an outstanding customer experience and retaining customers. Workforce management solutions are proven tools for helping contact center leaders improve productivity while enhancing the customer experience. For this reason, the WFM market performed well during 2009, outpacing many other contact center technology markets. This is a trend that is expected to continue into 2010, as companies begin to recover from the recession."

Among the solution's differentiators, the report highlights NICE IEX Workforce Management for being an integrated component of NICE's Workforce Optimization (WFO) solution suite and for offering a multi-site capability that can run on one centralized server for all sites, or on multiple servers, and is noted as well for its real-time adherence capabilities.

"We are pleased to be recognized as the workforce management market leader," said Debbie May, President of the NICE IEX Workforce Management Group. "Our clear leadership position constitutes further validation of our vision to help contact centers optimize their Customer Dynamics by, among others, optimizing the performance of the workforce through more accurate forecasting and planning and more effective scheduling, on the one hand; as well as by effectively managing multiple agent skills, in complex multi-site, multi-channel environments."

About NICE SmartCenter

NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and  performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging.  The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management.  These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

About NICE Systems

NICE Systems (Nasdaq: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies. More information is available at http://www.nice.com.

Trademark Note: 360 degrees View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

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 Ms May, 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.

SOURCE NICE Systems Ltd.

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