NICE (Nasdaq: NICE) has announced that it has been recognized by DMG Consulting LLC, an 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, the company said.
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 center 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.
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 is the world´s 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.