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Performance Management Featured Article


September 16, 2008

NICE SmartCenter Designated as Leading Market Share in EMEA Region

By Susan J. Campbell, TMCnet Contributing Editor


NICE Systems (News - Alert) Ltd., a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, has announced today that independent analyst firm, Frost & Sullivan (News - Alert), has identified NICE’s SmartCenter as leading in market share in the EMEA region.

 
The SmartCenter solution is designed to improve contact center and enterprise performance. Its leadership in the EMEA region was identified in Frost & Sullivan’s recent market report, EMEA Agent Performance Optimization, 2008.

The report focused on 2007 data and cited NICE as having 34 percent of the quality management market. This share is 10 percentage points over the nearest competitor.
 
Keith Dawson (News - Alert), Senior Analyst at Frost & Sullivan commented in a Tuesday statement, "The NICE SmartCenter offering has the ability to deliver a real business value to
both contact centers and enterprises. Strategically, it delivers customer-driven insights on how to improve agent performance for enhanced customer experience and loyalty.”
 
“Furthermore, the solution's approach puts together all of its components through a single unified user interface which makes report extraction intuitive, no longer needing to have to extract one set of KPIs about agent activity in one place and then coordinate it with data about performance goals in another place. This is a winning combination," Dawson added.
 
The NICE SmartCenter has gained such popularity by helping organizations to tackle the challenges of today’s dynamic business environment which includes a wave of new regulations requiring greater capabilities in ensuring compliance and in managing risk.

The solution also provides businesses with the tools necessary to stay on top of growing customer expectations across multiple touch-points, considered imperative to stay ahead of more competition than ever when it comes to ensuring customer loyalty and retention.
 
"We are happy to see further validation of the NICE SmartCenter strategy for enabling organizations across a variety of vertical markets to improve the business performance of their call centers and enterprise," said Tamir Ginat, President, NICE EMEA, in Tuesday’s statement.
 
"This report is further recognition of the strength of our market position, which is a reflection of the real value-add our solutions bring to our customers, the dedication of our staff, and the tremendous success of our business partners throughout the region."

NICE has more than proven itself worthy in the contact center industry as it delivers solutions that not only address the every day challenges that its customers must overcome, it also enables other organizations to leverage their own processes to improve business performance.

This latest Frost & Sullivan report demonstrates the strength of the NICE SmartCenter in the EMEA market. Considering its burgeoning success and sheer dominance, it is likely that its position will only continue to grow.
 
   
INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year — is going on this week (September 16-18, 2008) in Los Angeles, California! The show features three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Be sure to check out TMCnet.com and blogs from Rich Tehrani, Greg Galitzine, and Tom Keating for news highlights from the show. See you there!

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi


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