RA'ANANA, Israel, January 29, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the launch of its cloud-based Workforce Optimization (WFO) suite, the first to offer full capabilities for Recording, Quality Management, Analytics , Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer, all deployed in the cloud. These solutions are offered as Hosted or as Software as a Service (SaaS) to provide customers greater flexibility, lower upfront costs, and faster implementation.
Industry trends indicate rapidly increasing demand for cloud technologies. According to DMG Consulting's 2012-2013 Cloud-Based Contact Center Infrastructure Market Report, the number of cloud-based contact center seats grew by 80.2 percent in 2011, following a 42.4 percent increase in 2010. The report anticipates that by the end of 2015 more than 18 percent of contact center seats will be delivered by cloud-based contact center infrastructure providers.
NICE's cloud-based WFO suite offers customers several key benefits:
- Cloud deployment for contact centers, back offices, branches, and retail is far faster and can be done at a lower up front cost compared to other deployment methods.
- Customers have easier access to the latest versions of the software.
- Organizations can focus on business operations rather than monitoring and maintaining enterprise grade software.
- The cloud WFO suite supports hybrid integrations of on-premise and cloud-based applications. For example, a customer can easily complement an on-premise NICE IEX Workforce Management solution with cloud-based Interaction Analytics, Performance Management, or any other cloud-based application.