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News : NICE Named Overall Leader in 2022 SPARK Matrix™ Speech Analytics Report

#contactcenterworld, @NICELtd

Hoboken, NJ, USA, Apr 19, 2022 -- NICE (Nasdaq: NICE) announced that it has been recognized as the overall leader by Quadrant Knowledge Solutions in the 2022 SPARK Matrix for Speech Analytics report. The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 17 vendors, gave NICE the highest ratings in both the technology excellence and customer impact performance parameters. The report acknowledged NICE CX Analytics’ key differentiators including "rapid time to value with out-of-the-box Enlighten AI solutions and use cases that include purpose-built AI technologies that are embedded into the NICE CX suite of applications and processes for real-time impact."

Acknowledging NICE’s leadership, the Quadrant Knowledge Solutions report cited "NICE is the interaction analytics (IA) market share leader and offers expertise with a diverse, global customer base across various sets of industries for improving customer satisfaction, optimizing efficiencies, increasing sales effectiveness, demonstrating compliance, and more." Importantly, the report also pointed to the company’s focus on accelerating digital transformation, with "next-gen digital self-service applications developed from an organization’s agent-assisted interactions."

"NICE, with its comprehensive technology for speech analytics, has received highest ratings across the parameters of technology excellence and customer impact in the 2022 SPARK Matrix of the speech analytics market", states Sofia Ali, Analyst at Quadrant Knowledge Solutions. "NICE's out-of-the-box Enlighten AI solutions’ purpose-built AI technologies are embedded into the NICE CX suite of applications and processes for real-time impact. It is also a leading provider in the interaction analytics (IA) market where it offers expertise to a diverse, global customer base across multiple industries for [improving customer satisfaction, optimizing efficiencies, increasing sales effectiveness, demonstrating compliance, and more –With its robust technology platform, comprehensive functional capabilities, and compelling product strategy and roadmap, NICE is well-positioned to continue its lead and expand its market share in the global speech analytics market", she added.

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"Navigating the path to a frictionless reality in the digital age demands the use of data and AI to stay ahead of consumers’ evolving expectations. Analytics is the compass enabling organizations to create the kind of friction-free processes consumers prefer," said Barry Cooper, President, NICE Workforce and Customer Experience Group. "We’re delighted to see this SPARK Matrix report acknowledge our expertise and innovation in analyzing and transforming data into insights that make a difference."

The 2022 SPARK Matrix™ for Speech Analytics report also referred to NICE’s geographical leadership, citing its "strong customer base, including some of the leading brands across industry verticals such as financial services, telecommunications, healthcare, travel, and hospitality. In terms of geographical presence, NICE has a commanding presence over the American region, followed by the European Union, the Middle East, and Africa. It also has a significant presence in the Asia Pacific region." The report also noted the ease of use of NICE’s single analytics platform that offers deep analysis and quick visual insights.

#contactcenterworld, @NICELtd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE Systems:
Company LogoNICE (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.
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Today's Tip of the Day - Don't Share Everything

Read today's tip or listen to it on podcast.

Published: Wednesday, April 20, 2022

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2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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