NICE Systems a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, announced today that it has been named the worldwide leader in workforce management seats with an estimated 23.7% percent market share, in the new "2010 Contact Center Workforce Management Market Report" by DMG Consulting LLC, a leading analyst firm. In addition, NICE leads the market in number of customers, implementations and sites, based on DMG Consulting estimates. NICE received perfect scores in the professional services, service and support, pricing, and overall vendor satisfaction (which is a stand-alone category), in DMG's contact center workforce management customer satisfaction study.. The report is based on full-year 2009 market performance and covers 11 vendors.

According to DMG Consulting President, Donna Fluss, "While the economy is showing signs of recovery, the pressure is still on all operating areas, including contact centers, to increase productivity and reduce operating expenses while contributing to top enterprise goals - providing an outstanding customer experience and retaining customers. Workforce management solutions are proven tools for helping contact center leaders improve productivity while enhancing the customer experience. For this reason, the WFM market performed well during 2009, outpacing many other contact center technology markets. This is a trend that is expected to continue into 2010, as companies begin to recover from the recession."

Among the solution's differentiators, the report highlights NICE IEX Workforce Management for being an integrated component of NICE's Workforce Optimization (WFO) solution suite and for offering a multi-site capability that can run on one centralized server for all sites, or on multiple servers, and is noted as well for its real-time adherence capabilities.

"We are pleased to be recognized as the workforce management market leader," said Debbie May, President of the NICE IEX Workforce Management Group. "Our clear leadership position constitutes further validation of our vision to help contact centers optimize their Customer Dynamics by, among others, optimizing the performance of the workforce through more accurate forecasting and planning and more effective scheduling, on the one hand; as well as by effectively managing multiple agent skills, in complex multi-site, multi-channel environments.

About NICE SmartCenter
NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging. The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management. These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies. More information is available at http://www.nice.com.