According to DMG Consulting LLC’s 2016-2017 Speech Analytics Product and Market report, NICE Systems has been designated the clear market leader for speech analytics, with its recording-agnostic solutions accounting for 47.2 percent of all contact centre seats – more than double that of its closest competitor.
The company’s share of the market grew substantially, up 42.2 percent compared to the previous year’s growth rate of 34.9 percent.
NICE Systems also received perfect scores for four different dimensions of customer satisfaction: ease of creating searches and queries, ability to improve first contact resolution, ability to identify business process/procedure/policy issues, and ability to identify agent performance issues.
