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 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.
In July 2019 NICE inContact revealed its latest innovations that bring outcome-oriented results, enhanced collaboration and continuous engagement with CXsuccess customer services for CXone customers. With CXsuccess customer services, NICE inContact delivers a suite of onboarding, implementation, education and technical consulting services for customers deployed on the CXone cloud platform. When contact center leaders work with NICE inContact CXone, they gain access to CXsuccess customer services and can choose from a selection of flexible support packages, one that's best suited for their contact center needs – no matter their size. CXsuccess customer services feature six-monthly subscription packages with robust options that range from convenient self-service support to full-service, enterprise-class "white glove" support with onsite options for all customers.
In the following month, NICE extended the availability of its Robotic Process Automation version 7.1. The new release drives comprehensive and rapid automation development, ensures business continuity and enables efficient robotic and human workforce management. New capabilities include AI-driven automation discovery for identifying sub-processes, proactive identification of automation workflows and connectivity issues, intelligent real-time data, dashboards and sophisticated control features. The result is an expansion of the automation footprint and faster optimization of business value and ROI.
NICE unveiled a new version of NICE Satmetrix, the company’s cloud-based customer feedback management solution. The latest release includes an innovative AI engine to swiftly identify trending topics from customer feedback in real-time, customizable in-product metrics tracking and reporting, and multi-layered no-send rules to avoid survey fatigue and increase the response rate.
In March 2019 NICE has made NICE inContact CXone Packages integrable for Salesforce, designed specifically for Salesforce customers. The new CXone Packages, integrated with Salesforce Service Cloud, provide a suite of cloud-native contact center applications that empower agents to consistently deliver exceptional customer experiences and companies to achieve business goals. CXone Packages for Salesforce add a global carrier-grade voice channel to digital customer interaction channels, in addition to an intelligent routing engine. Adding CXone intelligent routing for digital channels can improve the customer experience through skills-based routing that combines agent proficiency with customer attributes from Salesforce to find the best customer service agent for each interaction – allowing faster resolution of customer requests, fewer transfers between agents, and options to provide higher levels of service to premium customers. Agents continue to handle digital channels from within their familiar Salesforce interface, and now with CXone agents will benefit by servicing customer requests they have the skills and proficiency to quickly and successfully resolve. In addition, CXone Packages for Salesforce extend the Salesforce Lightning Service Console with integrated workforce management, quality management, interaction analytics, and customer feedback applications.
In August 2018, NICE unveiled new Proactive Fraudster Exposure capability in its NICE Real-Time Authentication (RTA) solution that empowers contact centers to expand and augment their defense against fraud. Based on unique machine learning technology, the new capability allows contact centers to automatically prevent fraud before it happens by identifying previously unknown fraudsters and blocking them from committing fraud. This feature allows contact centers to take proactive steps in protecting their consumers by stopping fraud in its tracks immediately upon deployment.
Nice Systems Mergers and acquisitions (M&A) Activities
Financial services organizations of all sizes must remain one step ahead of financial crime. To enable this, in June 2020, NICE Actimize announced that it has entered a definitive agreement to acquire 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, customers.
Nice Systems Overview
Ownership: - NICE:NasdaqGS
Number of Employees: 5996
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, 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 Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Nice Systems Key Cloud and HCM Applications
Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems,
Nice Systems HCM and Cloud HCM Applications Revenues, $M:
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* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** 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:
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Nice Systems HCM Applications Revenues By Sub-Functional Markets, $M:
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Nice Systems HCM Applications Revenues By Verticals, $M:
Nice Systems Total and HCM Applications Revenues by Region:
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Nice Systems Direct vs Indirect sales
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Nice Systems Customers - Breakdown by Geo, Size, Vertical and Product
No. of Nice Systems Customers: 25000
No. of Nice Systems HCM Applications Customers: x
No. of Nice Systems Cloud HCM Customers: x
No. of Nice Systems Cloud HCM 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
In July 2019 NICE has expanded its collaboration with Microsoft and will develop new integrations for Microsoft Teams. With soon to be added NICE Trading Recording, NICE inContact CXone, and NICE Multi-Channel Recording integrations, organizations will be able to effortlessly collaborate with the contact center, to record, monitor and provide security to the Teams environment.
This builds upon NICE's existing Microsoft One Commercial Partner (OCP) and IP Co-Sell Program memberships, which began with NICE Public Safety's successful use of Microsoft Azure.As part of an elite group of global software vendors, NICE has engaged with Microsoft for collaborative joint sales, support and go-to-market initiatives. NICE and Microsoft have created a relationship that brings customers a complete Contact Center as a Service (CCaaS) platform, the Communication Compliance Recording solution with the significant experience in the financial industry, and enterprise-scale Multi-Channel Recording in NICE Engage.
NICE inContact, released NICE inContact CXone, which adds multiple AI-powered updates across the contact center for smarter customer and agent engagement, plus enhanced depth and breadth of CRM integrations.CXone new AI capabilities span the entire customer and agent experience from new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detects root cause issues of customer frustration. CXone now provides additional depth and breadth of CRM integrations for delivering more personalized customer experience, including deeper Salesforce integration and new and enhanced pre-built integrations to other leading CRM applications.
In March 2019 NICE stated that its Robotic Process Automation (RPA) platform now incorporates additional Artificial Intelligence (AI) capabilities to rapidly streamline the processing of unstructured data contained in scanned documentation.
As an expansion of its existing partnership with ABBYY, the integration of FlexiCapture Distributed delivers an innovative, end to end processing solution that uniquely and seamlessly integrates with NEVA (NICE Employee Virtual Attendant, designed to assist human employees from the desktop), and the NICE unattended robots (designed to automate tasks in the backend server). This unique approach seamlessly brings full digitization to both front and back-office processes, enabling organizations to more comprehensively to achieve their digital transformation goals.
Nice Systems Risks and Challenges
The growth in cloud revenues is mainly due to the full year inclusion of inContact and Nexidia and due to the growing transition from on-premise to cloud-based solutions.
Nice Systems Ecosystem, Partners, Resellers and SI
In July 21, 2020 – the NICEs Robotic Automation business has partnered with Minit to help organizations discover optimal processes to automate graphically with unparalleled accuracy. Combining Minit’s visual and interactive process maps and statistics with the AI-driven desktop analytics capabilities of NICE’s Automation Finder enables graphical mapping and prioritization of end-to-end processes with the finer sequences and routines. This clear visual prioritization and mapping of automation processes result in increased deployment success, operational efficiency, and return on investment.
In March 2019 NICE Robotic Process Automation has partnered with CallVU to offer visually enriched IVR (Interactive Voice Response) and digital customer engagement at the front end, together with smart automation of complex back end processes. The integrated offering enables organizations to gain greater operational efficiencies such as increased processing speed and accuracy while offering end customers seamless and visually improved digital interactions via the mobile device. Integrating NICE RPA's AI-infused attended and unattended robots with CallVU's digital engagement technologies, allows organizations to provide their customers the joint value of more intelligent and visually enhanced interactions coupled with the efficiency and accuracy of RPA. The collaborative offering creates an automated self-service loop for the end customer, enabling organizations to accelerate high-value processes and minimize repetitive, low value, manual activity, while enhancing engagement amongst employees and driving improved richer customer experience.
In June 2018, NICE partnered with IBM and completed a certified integration of its NICE Trading Recording solution with IBM's Cloud Object Storage. Financial services organizations worldwide are under mounting pressure from MiFID II, MAR, Dodd-Frank and FX Code of Conduct to store and retain large volumes of communications, as regulations mandate recording of greater numbers of regulated users, asset classes, channels, and devices. The integration of the two technologies means financial institutions can now leverage best-of-breed compliance recording and compatible cloud storage to securely and cost-effectively retain, and easily access, growing volumes of financial communications required for regulatory compliance.
NICE will deploy all new EMEA-based cloud customers, across all products, in the data center, enabling easier integration between the various cloud solutions and ensuring strong compliance for EU privacy and data security requirements. Existing customers can be seamlessly migrated to the new hosting infrastructure as well. NICE Systems has integrated its solution for multichannel customer management with IBM’s Big Data analytics software.
Available on-premise and SaaS, NICE’s Customer Interaction Management offering provides real-time, cross-channel analytics and Voice of the Customer (VoC) insights to help firms enhance the customer experience, engage employees and increase sales revenue across voice, e-mail, chat and web. Now integrated with IBM’s Big Data analytics software, including InfoSphere BigInsights which uses Hadoop technology, NICE customers can conduct complex and varied analyses on much larger datasets than previously possible, without any extra cost.
Nice Systems Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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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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