NICE Leads North American Agent Performance Optimization Market, Ranks #1 in Market Share in Report by Top Industry Analyst Firm Frost & Sullivan

RA'ANANA, Israel, Aug. 12 /PRNewswire/ -- NICE Systems (Nasdaq: NICE), the global provider of intent-based solutions that enable organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety, today announced that NICE is the number one industry player in the North American market by revenue, according to the 2010 North American Agent Performance Optimization (APO) Markets report by leading industry analyst firm, Frost & Sullivan.  According to the recent report NICE increased its market share, coming in at the #1 position. The APO market is defined by Frost & Sullivan as comprising the key segments of quality management, which includes contact center analytics, and workforce management. The findings of the report are based on full-year 2009 performance.  

Keith Dawson, principal analyst at Frost & Sullivan said, "The NICE offering supports the entire agent-management environment and beyond by addressing key enterprise business issues as well. The advanced capabilities of the umbrella offering, NICE SmartCenter, enables organizations to optimize Customer Dynamics, that is – capturing customer and business intent, analyzing, and driving the best way for contact centers to respond and make a significant and positive impact on the performance of agents, the contact center, and the enterprise."

In addition to presenting the benefits the core components of NICE SmartCenter, including interaction recording, quality management, workforce management, and performance management, the report by Frost & Sullivan noted NICE's continued work as a leading developer of analytics applications for improving contact center and enterprise performance.

"NICE has been adept at focusing analytics applications on specific business problems, and offering them to the marketplace as packaged, targeted applications for issues such as improving first call resolution, fighting customer churn, reducing average handle time, or improving sales effectiveness. In this way, the benefits of analytics become clearer to users beyond its traditional role as an add-on to call recording and quality monitoring. The customer sees the ROI and the benefits, but not the underlying complexity that can make analytics seem daunting to deploy," Dawson added.

Also noted in the report is the NICE IEX Workforce Management (WFM) solution for providing a comprehensive forecasting, scheduling and change management solution. The report remarks on how the NICE IEX WFM solution uses patented algorithms for forecast accuracy, and has a multiskill simulation approach that stands out in the market. The NICE IEX WFM multi-site capabilities are also presented as unique, for having been designed from the beginning to handle highly complex scheduling environments.

"We are pleased about the results of the new Frost & Sullivan report, further illustrating our number one market position in the significant North American region, which continues to strengthen year over year," said Udi Ziv, President of the Enterprise Product Group at NICE. "These results also represent our growing leadership in the key segments that are relevant and important to our customers and prospects. They also reflect the strategic value add we bring in providing solutions for optimizing Customer Dynamics, whereby our customers can raise the bar on improving agent performance in ensuring customer satisfaction and loyalty, ensuring regulatory compliance, and enhancing improving operational efficiency."

NICE solutions for Agent Performance Optimization are driven by real-time, cross-channel analytics, enabling organizations to optimize Customer Dynamics and improve agent performance in the contact center, for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back office operations.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.

About NICE

NICE Systems (Nasdaq: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. 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: 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's marks, please see: http://www.nice.com/NICETrademarks.html.  

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 Messr Ziv, 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

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