NICE Systems announced on Tuesday that they are leading the workforce management, quality monitoring, and contact center analytics market segments according to market share. The information was reported by research firm Frost & Sullivan in a report entitled North American Contact Center Systems Market. The company tied for top position in the contact center analytics market.

Udi Ziv, President of the Enterprise Product Group at NICE, commented positively on the results:

“We are pleased by the results of the new Frost & Sullivan report, which further illustrate our continuously growing market leadership. Our positions have strengthened year over year and reflect the strategic value add we bring in enabling our customers to uncover customer intent, gather strategic insights, and impact every customer interaction.”

Workforce management, quality monitoring, and analytics are all growing segments within the contact center software industry. These packages promise increased productivity and effectiveness for data-driven contact centers and businesses.
Although the news was good, NICE’s stock continued to slip downwards. NICE’s recent release of its Q2 financial results did little to alleviate the free fall, despite strong financial results. The stock is currently at $33.56 off its 52 week high of $38.49.

What’s your opinion on NICE’s downward slide? Is it being beaten down for good reason or is NICE suffering from something deeper despite the rosy news releases? Share your thoughts in the comments below.

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