NICE Systems announced that a report issued by DMG Consulting LLC named NICE as the market leader in the contact center quality management and liability recording. DMG cites NICE as the market leader with a 32.7% majority marketshare worldwide.
The report provides a comprehensive market share analysis by vendor for all segments of the QM/Liability recording market in all geographies. The report names NICE as the clear leader in voice recording. NICE is also noted for leading with a majority marketshare in all geographies: North America at 28.0%, Europe at 35.4%, Asia Pacific at 44.6%, and ROW at 50.8%.
According to DMG Consultings Principal, Donna Fluss, NICE is an innovator and a leader in the contact center recording/quality assurance market. They have taken a dominant role in the recording side of the business through a combination of organic growth and acquisition. NICE is now building market share with their speech analytics offering included in NICE Perform .
We are very happy with this additional recognition of our leadership position in the market, which is unambiguously confirmed by the leading analysts, who publish marketshare reports, including Datamonitor and Frost and Sullivan, said Zvi Baum, NICE President of Enterprise Interactions Solutions. These findings by DMG Consulting represent a unanimous consensus of the true value-add that Insight from Interactions brings to contact centers and enterprises all over the world.
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