NICE (NASDAQ: NICE) has once again been recognized as the global market leader in the contact center workforce management (WFM) market by DMG Consulting LLC, with a market share of 23.7 percent, based on the number of seats. The DMG report, which was issued in May, shows that NICE’s WFM market share is up from last year’s 22.5 percent, placing NICE in first place for the fifth consecutive year.

“2011 was an outstanding year for the contact center workforce management market,” said Donna Fluss, President of DMG Consulting. “End-user interest in WFM solutions is at an all-time high, coming from both first-time adopters who are finally looking to automate their labor-intensive manual processes, as well as long-time WFM users who are adding seats or replacing an existing solution that has been outgrown.”

Global interactive marketing provider ExactTarget ET -1.05% announced today that Forrester Research, Inc. has named the company among the finalists in its annual Forrester ResearchVoice of the Customer Awards.

The global independent research firm awards the honor annually to the world's top 10 companies who demonstrate excellence in collecting, analyzing, and acting on feedback from their customers and incorporate customer insights into everyday business decisions.

"For more than a decade, we've fueled our growth around the globe and earned the business of the world's top marketers through a relentless focus on client success," said Scott Dorsey, ExactTarget co-founder and chief executive officer. "It's a tremendous honor to be recognized by Forrester for our team's tireless pursuit of customer success that puts the client at the center of everything we do -- from developing cutting-edge products to delivering world-class cross-channel marketing campaigns."

Attensity, the leading provider of social analytics and engagement applications for Social CRM, today announced the general availability of the Attensity Pipeline, the world's first real-time, semantically annotated social media data stream built to meet the demands of today's largest enterprises. The Attensity Pipeline collects data from more than 150 million social media and online sources including the full Twitter Firehose, public Facebook and Google Plus posts, blogs, forums, and video and review sites. It uses the full power of Attensity's patented semantic engines to transform the chaos of social chatter into actionable information for the enterprise. This new backend component enables both deep analytics and routing and response to be performed against the universe of social media conversations in seconds, as they happen.

PivotLink, the leading provider of retail performance management solutions delivered via Software as a Service (SaaS), and ChatterPlug, the first provider of real-time customer experience and feedback tools for enterprise mobile applications, today joined forces to offer ChatterPlug's on-location customer feedback and satisfaction data within PivotLink RetailMetrix. This powerful combination gives retail executives and managers a complete picture of store operations by allowing them to analyze on-location customer engagement metrics alongside other key performance indicators.

Companies that delight customers improve business results, according to a March 2012 Aberdeen Group study, "The ROI of Best-in-Class CEM Programs." Aberdeen's study finds companies with "Best-in-Class" CEM (Customer Experience Management) programs that continually monitor and optimize customer feedback have lower customer erosion and higher year-over-year revenue from existing and new customers.

Aito Technologies, a provider of customer experience analytics, announced Oman’s leading telecommunications company, Omantel, as a new customer for its customer experience analytics solution, Aito CEA.

Aito will provide insight and intelligence into Omantel’s customer usage. Omantel intends to gain a better understanding of the customer lifecycle and ultimately deliver a superior customer experience. Specifically, Aito CEA will help Omantel obtain insights into market trends, such as market segments, market share and market growth; customer trends, such as usage patterns, customer segments, profitability and churn; service usage patterns, offers and campaign performance; and network statistics, utilization and device information.

Omantel said it selected Aito CEA for its ability to quickly and easily unify the business, customer and network traffic data and provide centralized, easy-to-use real-time analytics out-of-the-box.