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 2011, which would make it one of the largest companies in its segment. NICE has made multiple acquisitions to build its software portfolio, including purchases of Actimize, CyberTech, eGlue and others mentioned below. It recently won our 2011 Ventana Research Leadership Award in the contact center category with its customer deployment at Alliance Data. NICE Systems plans to have Merced Systems as a foundation of its enterprise systems and a complement to its contact center workforce optimization offering. This purchase builds on its other acquisitions, including FizzBack recently and IEX and Performix in 2006, which helped NICE establish its customer service and back office agent performance management software. That area has not grown as quickly as NICE would like, mostly due to marketing that was not aggressive enough in attracting customers. NICE recently rebranded its NICE SmartCenter for helping agents, as Richard noted, and is leveraging its assets into the back office, which he also assessed. Our benchmark research on contact center technology found that companies’ priorities for future investments match up well with NICE Systems’ focuses on expanding customer service agent applications and analytics applications.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, Call Center, CFO, Cloud Computing, CMO, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Financial Performance, Marketing, Merced Systems, Operational Performance, Predictive Analytics, Revenue Performance, Sales, Sales Compensation, Sales Force Automation, Sales Performance, Sales Performance Management, SFA, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics, NICE Systems
Ventana Research’s benchmark research into agent performance management shows that most companies recognize the vital role contact center agents play in creating good customer experiences and thus good business outcomes. The research also shows that only the most mature companies have put in place processes and metrics that encourage behaviors that deliver such business outcomes. Furthermore, the research shows that companies are held back from adopting more customer-related metrics because they don’t have performance management tools that can help them create such metrics; instead most rely heavily on spreadsheets. Thus I was encouraged to hear during a recent roundtable discussion sponsored by Merced Systems from two customers that have used the Merced Performance Suite to institute a more rigorous, metrics-driven approach to improving agent performance.
Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Merced Systems, Operational Performance, Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics
Salesforce.com’s 2011 Dreamforce conference is under way. If you’re in sales and you use the company’s application, here’s how to gain the most value from your time at the conference.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, Callidus Software, Camelon Software, CFO, ChannelInsight, Cloud Computing, CMO, CRM, Customer & Contact Center, Financial Performance, Marketing, Marketo, Merced Systems, Operational Performance, Qvidian, Revenue Performance, Sales, Sales Force Automation, Sales Operations, Sales Performance, Sales Performance Management, Salesforce.com, SFA, Social Media, Varicent, Vendavo, Workforce Performance, Xactly, Zilliant, Zyme Solutions, Cloud9 Analytics
Looking to make your sales force more effective by automating its operations? Merced Systems can provide the traction your sales team needs. The company has been providing applications for more than a decade to customer service and more recently sales organizations, helping both measure and manage performance. Several years ago Merced Systems made a substantial investment to expand to the sales organization with new applications and now offers analytics and reporting, compensation and incentives, and coaching and talent development.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, CFO, Cloud Computing, CMO, CRM, Customer & Contact Center, Financial Performance, Marketing, Merced Systems, Operational Performance, Revenue Performance, Sales, Sales Compensation, Sales Force Automation, Sales Performance, Sales Performance Management, SFA, Social Media, Workforce Performance
Merced Systems provides software to support performance management in both sales and service. Its products extract data from various systems to produce business-related reports, dashboards, scorecards and analysis that help companies improve performance in these two key functions. To further its efforts, Merced recently invited around 100 partners, customers and prospects to its 360 Degree Performance Management Forum in London. As well as the usual presentations and demonstrations to convey its messages, successes and strategy, the customer presentations provided practical insights into how companies use these products to gain real business benefits. Since my colleague covered Merced’s U.S. event in depth on applications and technology, I will assess one of the customer presentations in more depth.