Nice Systems Strengths, Domain Expertise, and Key Differentiators
NICE Systems offers a robust portfolio of contact centers, workforce management, and analytics applications; as well as fraud prevention, anti-money laundering, and financial market compliance solutions. Most recently NICE announced a portfolio of solutions in Customer Engagement Analytics that will leverage its cloud infrastructure and deliver real-time analytics to help enterprises map the customer journey and drive improved customer experience while providing the next best action for its agents.
NICE’s cloud offerings directly address service providers’ imperatives for success in the cloud era NICE Cloud – For service providers who want to take advantage of Cloud technologies to improve operational efficiency and reduce costs, NICE Cloud provides end-to-end Cloud management and operations. This includes IT and business services, real-time monitoring and shared an operational platform. Hosted offering via NICE channels –The delivery of NICE products and solution via a partner cloud offering.
Nice specializes in workforce management applications, especially in big call-center environments. It acquired Nexidia for customer analytics for $135 million in 2016.
inContact began in 1997 as a reseller of telecommunications services and has evolved to become a provider of cloud contact center software solutions. inContact helps contact centers around the world create effective customer experiences through its cloud contact center call routing, self-service, and agent optimization solutions. inContact operates two business segments: Software and Telecom. The Software segment includes all services related to the delivery of its inContact portfolio of cloud contact center software solutions. The Telecom segment includes all voice and data long-distance services provided to customers.
The inContact portfolio consists of the following integrated solutions: inContact ACD (Automatic Call Distributor), inContact CTI (Computer Telephony Integration), inContact IVR (Interactive Voice Response), inContact Personal Connection, inContact ECHO, inContact Workforce Management, inContact Quality Monitoring, inContact Screen Recording and inContact Reports.
Nice Systems Recent Developments
In October 2021, NICE Introduced the next leap in customer experience (CX) with the introduction of Customer Experience Interactions (CXi), a new framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to intelligently meet their customers wherever their journey begins, enables resolution through AI and data driven self-service and prepares agents to successfully resolve any customer needs event. CXi offers a comprehensive approach to bridge the gap between today’s consumer expectations and organizations’ delivery of extraordinary experiences. Redefining the way organizations engage and interact with customers, CXi provides the industry’s only combination of CCaaS, WFO, Analytics, AI and Digital Self-Service based on CXone, the world’s leading cloud native CX platform. This creates smart, connected, self-service and human assisted interactions across the entire customer journey.
In July 2021, NICE launched CXone SmartReach following the acquisition of ContactEngine, the leader in proactive conversational AI. CXone SmartReach is a comprehensive artificial intelligence (AI) powered solution that enables organizations to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice even before they reach out for service. ContactEngine AI manages intelligent conversations, transforming the efficiency and costs of operations, and revolutionizing customer experience.
In July 2020, NICE Actimize, a NICE business, launched SURVEIL-X Conduct, a package of advanced machine learning-based applications to be offered through its SURVEIL-X Holistic Surveillance suite which combines both trade and communications surveillance capabilities. SURVEIL-X Conduct helps FSOs assess, manage, and mitigate a broad range of conduct risks across the enterprise, even when employees are working remotely.
Nice Systems Mergers and Acquisitions (M&A) Activities
In August 2021, NICE acquired GoMoxie, an innovator of advanced digital assistance tools that anticipate customer needs and guide them through their online digital journey with relevant snippets of information. With the addition of GoMoxie, NICE is expanding its revolution of digital CX, taking experiences beyond the contact center and into smart conversational self-service, allowing organizations to meet customers on their preferred digital channels, understand their digital needs events, deliver the most relevant branded search content, proactively reach out with conversational AI, and lead them through a seamless and effortless omnichannel service journey.
In July 2021, Nice acquired ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
Financial services organizations of all sizes must remain one step ahead of financial crime. To enable this, in June 2020, NICE Actimize acquired Guardian Analytics, a leading AI cloud-based financial crime risk management solution provider. Financial services organizations of all sizes rely on Guardian Analytics’ sophisticated real-time behavioral analytics and machine learning solutions. Powered by the cloud, Guardian Analytics simplifies deployments and ongoing operations, optimizing operational resource efficiency. The unique combination of NICE Actimize and Guardian Analytics’ fraud and anti-money laundering capabilities will empower firms of all sizes to accelerate the adoption of the industry’s most innovative solutions, to best protect their assets and customers.
In October 2018, NICE acquired WorkFlex, a provider of intraday management software, with the goal of evolving its adaptive workforce optimization (WFO) and workforce management (WFM) offerings into what it calls its Adaptive Workforce Engagement portfolio. According to Omri Hayner, general manager of the WFO line of business at NICE, the Israeli company is now better equipped to help customer service organizations improve employee retention rates while adjusting their contact center operations on the fly.
In April 2018, NICE acquired Mattersight. Mattersight is a provider of cloud-based analytics for customer service organizations. This acquisition further enhances NICE's offering and customer base.
Nice Systems Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Nice Systems applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Nice Systems and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight customers.
Nice Systems Overview
Ownership: - NICE:NasdaqGS
Number of Employees: 5996
Functional Markets: Analytics and BI, Collaboration, Content Management, CRM, ERP Financial, HCM, SPM, TRM, PaaS,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K290, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Nice Systems Key Enterprise and Cloud Applications
Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight
Nice Systems Revenues, $M:
| Type/Year | 2020 | 2021 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Nice Systems Revenue Breakdown By Type, $M:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
Nice Systems Enterprise Applications Revenues By Functional Markets, $M:
Nice Systems Enterprise Applications Revenues By Verticals, $M:
Nice Systems Revenues By Region, $M
| Region | % of Total Revenues | 2021 Total Revenues, $M | 2021 Enterprise Applications Revenues, $M | 2021 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Nice Systems Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Nice Systems Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Nice Systems Customers
No. of Nice Systems Customers: 25000
No. of Nice Systems Enterprise Applications Customers: 25000
No. of Nice Systems Cloud Customers: x
No. of Nice Systems Cloud Subscribers: x
NICE serves over 25,000 organizations in the enterprise, financial and security sectors. Among NICE's customers are Western Union, Air China, Sky, Norwegian Cruise Line, Virgin Money, Bank of Tokyo, Citi, HSBC, MasterCard, Teleperformance, Orange, and others. Fizzback customers include tier-1 organizations from a variety of vertical industries, including, British Telecom (BT), O2, Best Buy Europe, Everything Everywhere, National Express, Virgin Media, Tesco, and several Tier 1 North American telecom carriers.
With over 2,000 call center deployments, inContact is used by 155,000 agents globally. It has 6 billion interactions per year.
Nice Systems Market Opportunities, M&A and Geo Expansions
The global contact center as a service (CCaaS) market size was USD 3 billion in 2019 and is projected to reach USD 10 billion by 2027, exhibiting a CAGR of 16% during the forecast period as users adopt more expansive capabilities including multichannel, AI, analytics and WEM. Contact centers are becoming an increasingly necessary tool in companies’ customer support arsenal. Their presence is on the rise with businesses. In 2020, it became increasingly more common for businesses to opt for cloud-based solutions like CCaaS. One of the reasons the industry has seen a massive shift toward cloud-based solutions is the ongoing coronavirus pandemic. Traditional contact centers were deployed on-premises. However, that’s no longer a feasible option.
Nice Systems Risks and Challenges
During 2020, NICE completed three acquisitions for a total consideration of approximately $164.6 million, and during 2019 NICE completed two acquisitions for a total consideration of approximately $26.7 million in cash. Integration of the latest acquisitions and multiple product suites under one umbrella will be a challenge for NICE Systems.
Nice Systems Ecosystem, Partners, Resellers and SI
In September 2021, NICE Eexpands its global reach with Bell Canada. NICE and Bell together will combine their respective strengths to provide Canadian businesses with an advanced contact center solution with CXone, the leader in CCaaS, and Bell’s advanced high-speed network with built-in security and redundancy. Bell works with organizations of all sizes to build solutions that work for their business, from solution design and technology integration to 24/7 bilingual support. Now with CXone, Bell can help these organizations implement a digital-first omnichannel strategy so that they can stay connected with their customers anywhere, anytime and on any device.
NICE offer easy customization through hundreds of RESTful APIs and DEVone developer program, plus CXexchange marketplace with over 160 pre-built integrations from ecosystem partners.
Nice Systems Cloud Infrastructure Insights
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- Nice Systems Public Cloud and Infrastructure (IaaS)
- Nice Systems Platform (PaaS)
- Nice Systems Application Delivery
- Nice Systems Private Cloud and Data Centers
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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