NICE announced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, for having perfect scores across each of 23 categories of customer satisfaction in the 2019-2020 Contact Center Analytics Product and Market Report.
NICE was noted in the report for holding the largest percentage of the total interaction (speech and text) analytics market based on the number of contact centre seats, as it has for the past eight years.
DMG Consulting’s 2019-2020 Contact Center Analytics Product and Market Report states that NICE was the clear interaction analytics market share leader with 43.1% market share. This represents over 2.9 million seats, over a million more than its nearest competitor.
“Customer expectations for an outstanding experience have never been higher and contact centres can no longer afford to measure quality on a hit-or-miss random basis, which is what typically happens with traditional QA solutions,” explains Donna Fluss, president, DMG Consulting LLC. “Analytics-enabled quality management, which can review 100% of voice and text-based interactions, is a vital tool for the contact centre, today and in the future.”
“We are pleased to continue to be the market share leader in interaction analytics,” Barry Cooper, President of the NICE Enterprise Group said. “Customer satisfaction is something we at NICE pride ourselves on and receiving perfect scores across all categories including innovation, vendor communication, implementation, ongoing service and support, and professional services shows that our customers are receiving top notch technology and customer service. Our best in class, easy to use solutions provide our customers with innovative, cutting-edge technology that allows them to focus on their business.”
The 2019-2020 Contact Center Analytics Product and Market Report is DMG Consulting LLC’s 14th annual report on the speech analytics market. The report provides an expanded, in-depth analysis of the interaction analytics and customer journey analytics market, competitive landscape, product innovation, as well as market, business and servicing trends and challenges.
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.