NICE received the Hot Vendor award based on the weighted average it received as a result of Ventana Research’s evaluation of application vendors and their products, which focused on the following seven categories: usability, manageability , reliability, capability, adaptability, vendor validation, and Total Cost of Ownership (TCO)/Return on Investment (ROI). The Hot Vendor category reflects best value based on a thorough and independent evaluation and audit that is based on research and verifiable facts.

Ventana Research defines agent performance management as the effective management of all the business activities associated with handling customer interactions to ensure an optimal customer experience and alignment to a common set of customer and revenue goals and objectives. This definition extends beyond what is traditionally termed workforce optimization, encompassing a broader set of technologies, including analytics, call recording, call routing, agent compensation, quality monitoring, training and coaching and workforce management. Ventana Research’s benchmark research confirms that an investment in agent performance management, wisely done, is a strategic step toward improving an organization’s performance.

“We are pleased to be recognized yet again for our number one position in the market,” said Benny Einhorn, Chief Marketing Officer NICE Systems Ltd. “NICE continues to lead the market in providing solutions that help organizations optimize Customer Dynamics and achieve outstanding business results.