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NICE Systems Recognized by Ovum

Contact Center Analytics Featured Article

October 28, 2014

NICE Systems Recognized by Ovum


By Rahul Arora
TMCnet Contributor

NICE Systems (News - Alert), a provider of software solutions, was recently recognized as a leader in the Customer Interaction Analytics market by Ovum, a research firm. NICE was recognized due to complete satisfaction of its customers from its offerings.


"Companies recognize the value of analytics to understand today's customer and ensure that they are prepared to provide an exceptional customer experience,” said Miki Migdal, President, NICE Enterprise Product Group. “This report validates our vision in this space. We are proud to be acknowledged as industry leaders who provide innovative solutions that help organizations gain valuable insights from their multichannel interactions and get them closer to their customers."

NICE's solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

In related news, the NICE Trading Recording solution from the company has been qualified to support Microsoft (News - Alert) Lync, Microsoft's next generation unified communications software. The qualification ensures that financial institutions can now use the same reliable, secure and scalable recording platform used in their trading floors for the back office. NICE Trading Recording has the ability to capture all voice interactions across different channels, such as front-end, back office and mobile phones, to help ensure regulatory compliance.

NICE Trading Recording is an innovative recording solution designed to help financial institutions with essential capabilities such as retention, retrieval, advanced search, and monitoring. It supports a secure and automated process that documents all access to call recordings and delivers instant call retrieval and replay to the workstation. As more and more financial institutions are using Microsoft Lync, NICE has adapted its NICE Trading Recording solution to support the growing and diverse forms of communications that customers need to capture.




Edited by Rory J. Thompson

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