January 24, 2013
NICE Systems (NASDAQ: NICE)
has once again been recognized as the global market leader in Speech Analytics by DMG Consulting LLC. According to DMG's 2012/2013 Speech Analytics Product and Market Report, NICE holds a 28.3 percent market share based on number of seats, up from 23.2 percent in the previous report, and has the largest number of customers. This is the fourth consecutive year that NICE has taken the top spot in DMG's Speech Analytics report.
In the report, NICE received a perfect CSAT score in two categories, innovation and speech analytics workshops. In the category of product satisfaction, the company earned the top score with a rating of 'highly satisfied' based on criteria that included ease of configuration, system flexibility, ability to conduct root cause analysis, ability to conduct discovery, and more.
"Speech analytics is a key application in the emerging area of multi-channel analytics. DMG expects the speech analytics market to continue to perform very well for the next several years, with projected growth rates ranging from 22 to 16 percent between 2012 and 2015," said
, President, DMG Consulting LLC. "Real-time analytics and guidance solutions are also starting to catch on in contact centers. This emerging group of applications is dedicated to influencing or altering the outcomes of customer interactions and has great potential benefits for contact centers."
"We are pleased to be recognized year after year as the market leader in speech analytics. As noted in the report, we are also one of the leading providers of real-time analytics technology," said
, President of the Enterprise Group at NICE. "Above all, we strive to provide the best possible solutions for our customers. We believe our success here is reflected in our high CSAT scores for innovation and product satisfaction."
The NICE Speech Analytics technology includes root cause analysis, emotion detection, and sentiment analysis, and is an essential component of the company's Workforce Optimization suite .NICE's unique Real-Time Speech Analytics solution provides automated agent guidance and next-best-action prompts while the interaction is taking place, and can immediately notify decision-makers about an important event.