NICE Earns Perfect Scores Across All Categories of Customer Satisfaction in DMG Consulting Report
September 18 2019 - 7:00AM
Business Wire
For the eighth consecutive year, NICE is the
leader in interaction analytics with 43.1 percent market share
NICE (Nasdaq: NICE) today announced that it has been
recognized by DMG Consulting LLC, a leading 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.”
The 2019-2020 Contact Center Analytics Product and Market Report
is DMG Consulting LLC’s 14th annual report on the speech analytics
market. The report provides an expanded, in-depth analysis of the
interaction analytics and customer journey analytics market,
competitive landscape, product innovation, as well as market,
business and servicing trends and challenges.
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper are based on the
current beliefs, expectations and assumptions of the management of
NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20190918005363/en/
Corporate Media Christopher Irwin-Dudek, 201-561-4442
chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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