Based on its recent analysis of the contact center applications market, Frost & Sullivan recognizes NICE with the 2011 Latin American Agent Performance Optimization Award for Market Share Leadership. NICE leads in the market with 26. 9 percent of total revenues in 2010, according to Frost & Sullivan's estimates. NICE's success is based on the offering of interaction analytics, workforce management tools, and real-time impact solutions which help organizations improve customer experience and business processes.
Specifically, NICE is addressing its clients' needs of capturing key information from customer interactions, analyzing it to identify customer intent and present recommendations for making an impact on the interaction, the customer's experience, and the performance of the agent.
"NICE maintained its leadership position by strengthening the focus on its Latin American business model, which was structurally enhanced in order to be closer to its clients and, ultimately, become a strategic partner for these companies," notes Frost & Sullivan Analyst Research Joaquin Saravia.
"Latin America is becoming a very important region for NICE and we are proud of this leadership recognition from Frost & Sullivan. NICE continues to make significant investment in analytics-based business solutions to impact every customer interaction", states Marcos Moraes / Luiz Camargo (to define), TITLE. " Our recent acquisition of Fizzback, a leading player in the area customer experience management (CEM) and agreement to acquire Merced Systems, a worldwide leader in performance management, are excellent examples of our commitment to ensure that our solutions enable companies to provide an outstanding customer experience, increase revenues, improve compliance, and reduce costs ."
Overall, NICE increased its leadership position through additional market share gains in the Latin American Agent Performance Optimization segment by enhancing the company's regional structure and strategy.
NICE has implemented a strategy evolvement as far as reaching out to their clients and achieving a close working relationship with them. While growing these direct relationships with a proactive hands-on approach, NICE continues to work with channel partners to expand its reach in the region. It has looked for new partners that add value to them as vendors by being able to deliver efficient services of their solutions. There has been a close working relationship with these partners in order for them to acquire expertise.
"One of the most significant changes was to increase NICE's physical presence in Latin America" says Joaquin Saravia. "Nowadays, the company has commercial offices in important markets such as Brazil, Argentina, Mexico and Colombia."
Each year, Frost & Sullivan presents its Market Share Leadership award to the company that has demonstrated excellence in capturing the highest market share within its industry. The award recognizes the company's leadership position within the industry in terms of revenues or units.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About NICE Systems
NICE Systems, is the worldwide leader 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 Frost & Sullivan
Frost & Sullivan (frost.com), the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents.