NICE Recognized as the Worldwide Leader in Speech Analytics

Published November 19th, 2009 - 02:08 GMT

NICE Systems (NASDAQ: NICE), a leading global provider of advanced solutions that enable enterprises and security
organizations to extract Insight from Interactions, transactions and surveillance to
drive business performance, reduce risk and ensure safety, today announced that it
has been named the worldwide leader in speech analytics with an estimated 37 percent
market share, in the new "2009/2010 Speech Analytics Market Share Report" by DMG
Consulting LLC, a leading analyst firm.  NICE also received perfect scores in
customer satisfaction in the professional services and training categories.  In
addition, the report highlights NICE's top ranking in the number of speech analytics
customers, implementations and sites.  The report is based on full-year 2008 market
performance and covers 21 vendors, with seven primary technology providers.

According to DMG Consulting's President, Donna Fluss, "Interaction Analytics (speech
analytics) is an important application area for NICE. They are making substantial
R&D investments in it and have a built a professional services team that is
dedicated to this solution. Customers are clearly responding well to their
Interaction Analytics professional services team, as is evidenced by the top scores
NICE received for professional services and training in DMG Consulting's 2009 speech
analytics customer satisfaction study."

DMG Consulting "expects sales of speech analytics to be brisk and one of the hottest
application areas in the contact center market" since they allow companies to
address key business challenges, such as "retention, increasing sales and reducing
expenses/increasing productivity."

"We are very pleased with the results of DMG's speech analytics market report -- it
validates NICE's strategy and vision for interaction analytics-based business
applications, which are one of our key enterprise growth drivers," said Barak Eilam,
President of NICE Interactions Business Applications. "Being ranked the clear leader
with the largest share of the market, and across other key parameters reflects the
fact that NICE is the premier choice for organizations seeking to capture and
analyze the valuable insights hidden in interactions with customers. NICE is helping
enterprises around the world realize quantifiable business benefits by applying
these insights to enhance the customer experience, as well as improve the bottom
line."

NICE Interaction Analytics business solutions are comprised of nine packaged
offerings, including First Call Resolution, Churn Prediction, Average Handle Time
Optimization, Sales Optimization, Competitive Intelligence, Collections, Compliance,
Quality Optimization and Marketing Campaign Effectiveness.  These solutions are part
of the NICE SmartCenter suite that also includes best-of-breed products that span
quality management, call recording, workforce management and performance management.
NICE Interaction Analytics is also available as a hosted and a managed service.  The
solution can be implemented as a stand-alone solution or fully integrated with
existing processes provided by business intelligence and customer relationship
management solutions.


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