Hoboken, NJ, USA, Sept 18, 2019 -- NICE (Nasdaq: NICE) announced that it has been recognized by DMG Consulting LLC, an independent research and consulting firm, for having perfect scores across each of 23 categories of customer satisfaction in the 2019-2020 Contact Center Analytics Product and Market Report. NICE was noted in the report for holding the largest percentage of the total interaction (speech and text) analytics market based on the number of contact center seats, as it has for the past eight years.
DMG Consulting's 2019-2020 Contact Center Analytics Product and Market Report states that NICE was the clear interaction analytics market share leader with 43.1% market share. This represents over 2.9 million seats, over a million more than its nearest competitor.
"Customer expectations for an outstanding experience have never been higher and contact centers can no longer afford to measure quality on a hit-or-miss random basis, which is what typically happens with traditional QA solutions," explains Donna Fluss, president, DMG Consulting LLC. "Analytics-enabled quality management, which can review 100% of voice and text-based interactions, is a vital tool for the contact center, today and in the future."
"We are pleased to continue to be the market share leader in interaction analytics," Barry Cooper, President of the NICE Enterprise Group said. "Customer satisfaction is something we at NICE pride ourselves on and receiving perfect scores across all categories including innovation, vendor communication, implementation, ongoing service and support, and professional services shows that our customers are receiving top notch technology and customer service. Our best in class, easy to use solutions provide our customers with innovative, cutting-edge technology that allows them to focus on their business."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Friday, September 20, 2019
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