Analyst firm DMG Consulting recently named NICE Systems as the market leader in contact call center quality management and liability recording. DMG reports that NICE has a 32.7 percent worldwide market share, noting that the company also has large percentages of the call-center quality-management market in localized geographies: 28 percent of the North American market, 35.5 percent of the European market share and 44.6 percent of the Asia Pacific market. Its headquarters are in Ra’anana, Israel.

NICE’s quality monitoring and liability solutions help contact centers, which provide off-site customer service for client companies, maintain and increase quality standards, reduce agent attrition and improve customer satisfaction. Its proprietary software, Insight from Interactions, combines call recording and quality management with advanced interaction analytics using emotion detection, talk pattern analysis and word spotting, business data, call-flow analytics, screen activity and customer feedback. This allows management to target key calls, correlate them to screen activity and evaluate how well agents handle the call process as compared to key performance indicators.

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