1. Sandeep Sharma
Managing Director, South Asia, NICE
We have launched a latest solution in Fraud Prevention and Smart Authentication to
counter fraud threats at call centers.
NICE India has won more than 30 deals within the country, including one of the top and largest Telco in India
Our customer base include 20 out of the top 25 BPO’s and 70% of Indian banks
How are you performing in India? Are you thinking at verticals other than Govt , IT services, BPO, Telecom
and BFSI ?
NICE India is continually growing its customer base and expanding the relationships in India. It is
currently established as one of the key players in the Indian BPO & banking industry with 20 out of the
top 25 BPO’s and 70% of Indian banks as NICE customers. In addition, 2 out of the Top 3 Telcos use
NICE solutions.
Our Security and Intelligence division has also established a strong presence in the country by
delivering some of the most advanced security installations (Parliament House, Delhi Metro, Bangalore
Metro, Command & Control Center for Delhi Police) besides other City Surveillance& Metro projects.
India today houses our APAC support center which runs 24x7 to meet the needs of customers
throughout Asia Pacific.
This support center demonstrates our commitment to not just Indian but also the Asia Pacific market, as
we continue to work closely with clients to power continuous technological innovation for India and to
the various industries, including Banking, Insurance & Financial Institutions, Healthcare, Trading
Floor, Telecommunications, BPOs, Transport, Defense, Public Sector & Government, Retail &
Consumer Services.
Which are the top three verticals in India and how are they performing viz-viz other countries ?
India’s top 3 verticals include the BFSI, Telco and BPOs. NICE India continues to drive double-digit growth in its
go-to-market strategy.
NICE India has successfully won >30 deals in the India Market, including one of the top and largest Telco in
India, large BPOs, top regional and global banks across both existing and new accounts. There was an addition
of 22 entirely new logos to the India Customer Portfolio.
In the Enterprise domain, Vodafone, Deutsche Bank, Sutherland and WIPRO BPO wins are worth
mentioning. These wins are a testament of our continued success in improving customer satisfaction
and reducing churn. Customers like Sutherland and Wipro BPO intend to replicate and apply our
solution to improve businesses of multiple clients served by them.

2. In the Security domain, India Parliament, Delhi Police, Bangalore Metro, Mumbai Airport, Tirupati,
and Bank of India are worth mentioning.
For Sutherland, NICE successfully deployed Interaction Analytics solutions for Sutherland’s US based
client telco, successfully enabling their customer retention, customer feedback, reduction & analysis of
churn probability, with estimated 10% improvement in Customer Satisfaction.
What are the new developments happening in cross channel and multi-sensor analytic for preventing crime ?
In a recent survey done in 2012, 93% of the respondents indicated that there has been an increase in
fraud incidents in the banking industry during the last year. 75% of these respondents indicated that
banking industry has seen an increase in fraud incidents by at least 5% as compared to the last one year.
An overwhelming 83% of the respondents indicated that the cost of anti-fraud measures will increase
over the next 2 years with “implementing a fraud detection/analytics solution”.
NICE has strong capabilities in real-time detection of cross-channel fraud patterns. We assist in Anti-
Money Laundering compliance to counter financing of terrorism, political sanctions, laundering
proceeds of crimes or tax evasion.
NICE has also launched its latest solution in Fraud Prevention and Smart Authentication Solutions that
makes use of voice biometrics analytics, interaction analytics and real-time guidance to counter fraud
threats at call centers.
With NICE Anti-Fraud Analytics contact centers can:
•Screen all contact center interactions and identify fraud
•Protect all customers against known fraudsters from day one
•Help agents appropriately handle high-risk interactions
•Prioritize high risk interactions for investigation before transactions are authorized
• Monitor and track fraudsters’ behavior to protect against future fraud
Multi-sensor Analytics Required for Homeland Security & Protection of Critical Infrastructure
The US National Intelligence Council (NIC) report on Global Trends 2025 predicts heightened
violence & instability in India. It is projected that India will become one of the largest players in the
global homeland security market in near future. About 6% of global procurement in the field of
homeland security is expected to emanate from India, a 60% growth from its current expenditure
estimate of 3.6%.
NICE’s has strong capabilities in securing public infrastructure & our crisis management solutions
implemented at the command & control centres of important buildings, critical facilities, train/rail
stations.
Also, NICE is a market leader in Information Security, tailoring lawful communication interception,
analysis and investigation as well as mass detection to mitigate operational risks in real-time. Our
capabilities cover the following:-
•Location Tracking Engine: 3D accurate positioning for mobile phones

3. •Satellite Interception: DCME and VSAT interception solutions
•Speech Analytics: Speaker and language identification, keyword spotting and speaker hunting
NICE is able to capture (record/transcribe) interactions & transactions from multiple channels &
sources (e.g. phone calls, CCTV video, radio, email, chat, etc) in real-time to draw insights about
fraudulent transactions in a banking scenario or of suspicious activity that may be a security threat.
NICE enables decision makers to take action and have a pro-active response to fraud and security
threats to resolve issues through actionable alerts.
What is the current market size and future growth potential ?
IDC Predicts for BI market size going to be around USD 170 million in next couple of years in India
and growing at CAGR of 20 % Y-o-Y. Gartner predicts that analytics market in India is growing at
CAGR of 16% Y-o-Y and would be in the range of USD 70 -80 million.
The interactions dynamic between organizations and individual consumers have changed drastically
over the last few years and there is an explosion of cross-channel interactions between consumers and
enterprises. What used to be a single channel interaction into the Enterprise call center is now
exploding into interactions across channels like retail stores, web, chat, SMS, email and social media.
Enterprise have stepped up business analytics spending to gain real-time insight into how to serve their
customers better, at the moment of the interaction.
According to Gartner’s research director, Jim Davies, said, “Fulfilling the needs of the modern day customer
requires from organizations a comprehensive view of the customer across all interaction channels and the
ability to leverage that information as the interaction takes place. The ability to combine the insights from VoC
and workforce performance, and to enable all customer-facing employees to apply them in real time, becomes
a key differentiating factor for service organizations.”
We see organizations around the globe awakening to a need to invest in cross-channel platforms that
will enable them to draw greater insights in real-time into their consumers. Our clients are looking to
NICE to participate deeper in the value chain with the full-suite of Interaction Analytics solutions we
have in our portfolio.
With changing trends is it now becoming difficult for you to detect crimes in different verticals?
No, in fact the heightened corporate fraud, security threats and crimes have fuelled our R&D teams to
innovate in order to meeting changing market needs. NICE has customized solutions for multiple
verticals spanning Banking, Insurance & Financial Institutions, Healthcare, Trading Floor,
Telecommunications, BPOs, Transport, Defense, Public Sector & Government, Retail & Consumer
Services.
Also, more than 5,000 customers around the world, including India Parliament, Delhi Police, Bangalore
Metro, Mumbai Airport, Tirupati, Bank of India, Millenium Bank, JP Morgan, BNP Paribas, 9 out of
the top 10 U.S. cities, NYPD, New Jersey Transit, FAA (Federal Aviation Administration), Eiffel
Tower, Beijing Metro, Dallas Fort Worth Airport and many more in the government, public safety,
transportation, critical infrastructure and enterprise campus sectors, entrust their security and safety
needs to NICE.
What is the role of NICE Security solutions in telecomm industry? What are the security threats in this

4. industry?
NICE security and safety solutions enable telecom operators to ensure business continuity and improve
their security and safety measures, while maintaining efficient operations. The solution unifies all ms,
including existing ones, to create a single, integrated security platform.
Together with advanced situation management features, the solution provides tools that address every
aspect of the security and safety life-cycle.
A Common Operating Picture - by aggregating all inputs from security, safety, and operational
sensors
Proactive detection —using advanced analysis and correlation between multiple sensors to increase
the probability of detecting threats as they materialize.
360º debriefing and investigation — with capabilities that enable a synchronized replay of events
Customized reporting — provides evidence and documentation to management and external auditing
agencies.
Security Threats
Telco’s operate in highly distributed environments, with a large number and variety of sites spread over
a vast area. Retail stores, warehouses and offices where customers, employees and expensive
merchandise all reside need to be protected. Additionally, there are many remote, unmanned site
containing critical assets and infrastructure that must be monitored to ensure that expected service
levels are maintained.
Every incident — natural or man-made — can impact business and revenue streams.
In many cases, these sites are protected by a multitude of incompatible security sensors and systems
that operate in silos. This creates a challenging environment to manage and control, requiring the
functionality of a unified, integrated security platform with features such as:
• An understanding of what is happening and where, who is involved and what the business impact
might be.
• The ability to share information with relevant stakeholders, ensuring all relevant persons are
informed, and improving response times.
• A consistent response that is aligned with organizational policy and applicable regulations,
irrespective of the security operator’s knowledge and experience.