NICE Systems, Israeli-based provider of multimedia recording solutions, announced that Gartner Group has given NICE its highest ranking of ‘Strong Positive’ in its new Contact Center Quality Management (QM) report out in June 2003. NICE is described as a strong strategic choice, "with the highest ability to execute," compared to others in the market.
Gartner ranked NICE as "a solid provider of strategic products, services or solutions," with customers who continue to make investments in its technology. NICE also received the highest ratings in the following areas: Product Satisfaction, Implementation Satisfaction and Performance Satisfaction.
According to Gartner, the market for customer interaction multimedia recording (voice, data, e-mail, Web chat, interactive voice response, self service, VoIP) and quality management solutions has a "Strong Positive" outlook.
A Gartner survey of NICE contact center customers revealed many significant business improvements, including: 100 percent improved efficiency, 92 percent improved effectiveness, 85 percent gained competitive advantage, 67 percent lowered costs.
The report states that "...as call center managers and others in the enterprise listen to recordings of customer interactions to solve immediate needs (for example, fixing agent performance), they also have the opportunity to evaluate and leverage knowledge gained throughout the enterprise (for example, product marketing personnel can listen to recordings of customers and understand how they use products and services). Enterprises should extend their use of QM outside the call center, making the recordings and analyses available to more users in the enterprise."
NICE Systems, headquartered in Ra'anana, Israel, is a worldwide leader of multimedia digital recording solutions, applications and related professional services for business interaction management. NICE products and solutions are used in contact centers, trading floors, air traffic control (ATC) sites, CCTV (closed circuit television) security installations and government markets.
NICE's subsidiaries and local offices are based in the United States, Germany, United Kingdom, France and Hong Kong. The company operates in more than 100 countries through a network of partners and distributors. — (menareport.com)
© 2003 Mena Report (www.menareport.com)
