Richard Snow's Analyst Perspectives

NICE Systems Extends Further into Customer Experience Management with eglue Acquisition

Posted by Ventana Research on Jun 21, 2010 4:44:48 PM

NICE systems is an established vendor in the market for agent performance management (APM) systems, and it recently took the top ranking in the Ventana Research APM Value Index awards [http://www.ventanaresearch.com/resources/resources.aspx?id=3786]. Workforce optimization software includes call recording, quality monitoring, workforce management and training; to this APM adds call routing, coaching, compensation management and agent-focused analytics. The need for these additional capabilities was validated in our benchmark research on agent performance management. I recently wrote an update on NICE Systems’ efforts and direction for 2010 in which I noted that NICE has been expanding its analytics to support better cross-channel customer interactions for agents.

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Topics: Customer Experience, CEM, eGlue, Customer Performance Management (CPM)