Thursday, 21 October 2010

NICE Leads EMEA Agent Performance Optimization Market

NICE Systems, the worldwide leader of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, today announced thatNICE received the Frost & Sullivan 2010 EMEA Market Share Leadership Award in Contact Center Agent Performance Optimization (APO). NICE came in at the #1 position inthe analyst firm’s 2010 report on the EMEA APO Market, which is defined by Frost & Sullivan as comprising the key segments of quality management (QM), which includes contact center analytics, and workforce management (WFM). According to the report, in QM NICE leads with a 42% share. In WFM NICE leads the market with a 30% share. The findings of the report are based on full-year 2009 performance.

Frost & Sullivan Best Practices Awards identify companies, products, processes, and executives that have achieved world-class performances. NICE was selected for the 2010 EMEA Market Share Leadership Award based on the company’s achievements in the following areas: expanding its addressable market both through an expanded product footprint and through a broader geographical reach; expansion in SMB markets across EMEA; deep push into analytics with a solution approach which addresses specific business problems that arise in the contact center; and driving growth of workforce management.

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