NICE Systems last week announced an agreement to acquire Merced Systems, a provider of business applications for customer service and sales organizations. This acquisition slipped by with little fanfare, but it marks a significant milestone for NICE, a major provider of applications and technology for call centers and a player in their evolution into multichannel contact centers. Building on a good 2010, as my colleague Richard Snow noted, NICE expects to reach almost $800 million of revenue in...
Read More
Topics:
Predictive Analytics,
Sales,
Sales Performance,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Marketing,
Merced Systems,
NICE Systems,
Revenue Performance,
Sales Compensation,
Sales Force Automation,
Social CRM,
Speech Analytics,
Voice of the Customer,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Financial Performance,
Workforce Performance,
Call Center,
CFO,
CMO,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Sales Performance Management,
SFA,
Text Analytics,
Unified Communications,
Workforce Management
NICE Systems has agreed to acquire Fizzback, a specialist vendor of customer feedback management software. On first read this appears to be another acquisition to gain market share, as NICE already provides a customer feedback tool; however, Fizzback’s customer base is much smaller than NICE’s, so this looks unlikely. Representatives of NICE explained to me that the acquisition is part of its long-term strategy to enhance its customer feedback management capabilities and to build a stronger...
Read More
Topics:
Predictive Analytics,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
NICE Systems,
Social CRM,
Speech Analytics,
Voice of the Customer,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Management
NICE Systems has announced its financial results for 2010, and they make impressive reading in what many consider a difficult market, for contact center systems. I’m not prone to quoting financial figures, but with revenues up to US$695 million (from US$589 million) and non-GAAP profit and margin up to US$451.9 million and 65%, respectively (from US$371.1 million and 63.1%), it certainly seems NICE’s customers are in safe hands. The company also is generating lots of cash, so potential...
Read More
Topics:
Customer Experience,
NICE Systems,
Operational Performance,
Cloud Computing,
Customer & Contact Center,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
A few weeks back I wrote about how NICE Systems was venturing into the back office and my surprise that the core smart desktop product it had acquired with eglue, while a key part of this initiative, seemed to have disappeared as a stand-alone offering. Since then NICE has corrected my impression, pointing out that the product is still available in pretty much the same form as always. The problem is that you have to look hard to find it because it has been renamed Real-Time Process Optimization...
Read More
Topics:
Customer Experience,
NICE Systems,
Uncategorized,
Call Center,
Contact Center,
CRM
Most people involved with contact centers know of NICE Systems and its SmartCenter suite of workforce optimization products that support key contact center management capabilities such as call recording, quality monitoring, workforce management, customer feedback management and a variety of performance management and analytics tools. NICE recently received the top ranked Hot Vendor rating in the Ventana Research 2010 Value Index for Agent Performance Management.
Read More
Topics:
Customer Experience,
NICE Systems,
Customer Relationship Management,
Operational Performance,
Customer Service,
Call Center,
Contact Center,
CRM
