Mark Smith's Analyst Perspectives

Here are some insights on NICE drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated NICE and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

NICE, a vendor of sales performance management systems and tools, ranks eighth overall in this Value Index evaluation. NICE is a Value Index Leader in Reliability, with great support for performance and scalability and strong overall technology architecture.

Its product, NICE ICM, does well processing large volumes of orders and in complex crediting of commissions and incentives, which is represented in its strong performance and ranking in Reliability. Its strength in Manageability is due to good business and technology administration of sales compensation and ultimately performance. The vendor’s investment into customers and providing those customers tools with which to establish a business case for investment contributed to its good performance in the Validation and TCO-ROI categories.

Our research found areas for improvement in the product’s Adaptability, where it could improve its support for customization and integration, especially process-focused, and for the broader requirements of sales performance management. Its eighth-place rank in Usability would improve with better intelligence and accessibility.

NICE’s ICM is part of the vendor’s larger product portfolio offering in customer experience, contact centers and outbound call centers. Its potential to support high-volume sales efforts combined with its contact center capabilities can help many organizations streamline their incentive and performance efforts.

This research-based index is the most comprehensive assessment of the value of sales performance management software in the industry. You can learn more about our Value Index as an effective vendor selection and RFI/RFP tool here. Participating vendors can learn more about how to use the Value Index here.

Regards

Mark Smith