November 5, 2013
NICE Systems (NASDAQ: NICE)
today announced that it is the recipient of the 2013 Frost & Sullivan Asia Pacific Market Share Leadership Award for Workforce Management Systems. The 2013 Frost & Sullivan Asia Pacific Best Practices Awards took place
at the St. Regis Hotel in
It received this recognition for the
NICE Workforce Management (WFM) solution
, its continued market leadership in the
contact center application market, and for enhancing customer value. According to a recent study conducted by Frost & Sullivan, NICE increased its market share from 20.3 percent in the previous year to 24.5 percent in 2012.
"NICE's approach to
Workforce Optimization (WFO)
is holistic in nature. It seamlessly integrates solutions that encompass the areas of Workforce Management, Quality Management and Performance Management in order to help organizations improve efficiency across all levels of operations," said
, Research Manager, ICT Practice at Frost & Sullivan Asia Pacific. "NICE's ongoing leadership in the WFM segment bodes well for its continued innovation, consultative engagement approach, and ability to deliver and create value for its customers across markets in the
The 2013 Frost & Sullivan Asia Pacific Market Share Leadership Award for Workforce Management is presented to the company demonstrating excellence within the workforce management segment of the contact center applications market. The selection criteria for the award are based on market share and penetration, revenue growth rates, excellence in growth strategy and implementation, product and technology innovation, and leadership in customer value.
"We are honored to once again receive this Market Share Leadership Award from Frost & Sullivan for our NICE Workforce Management solution," said
, President, NICE
. "Frost & Sullivan's recognition of our solution further validates the value that NICE's technology offers our customers to improve their operational efficiency in order to drive increased customer satisfaction and get closer to their customers. We stand deeply committed to delivering continuous innovation to support the diverse needs of the
NICE Workforce Management is a comprehensive solution capable of bolstering the performance, effectiveness and efficiency of the entire enterprise workforce in the call center, back office and retail branch. It is part of the NICE WFO suite, which helps engage employees around a common set of goals. Workforce Management improves resource planning, streamlines time-consuming tasks, drives employee empowerment and collaboration, and gives visibility across sites and lines of business enabling operations to deliver winning customer service at the lowest possible operating cost.