NICE agreed to acquire Merced Systems in a move to provide its customers with analytics solutions and a Workforce Optimization suite.
NICE “intent-based solutions” enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. Merced’s flagship solutions, available in on-premise, SaaS, and hosted models, include Merced Service Performance Management, which provides performance analytics and dashboards, service coaching, incentive management, and real-time reporting for enterprise service personnel. They also include Merced Sales Performance Management with incentive and quota management, performance analytics and dashboards, sales development and coaching, and other analytics solutions.
Integrating Merced and NICE capabilities creates a closed-loop performance management solution. Adding capabilities, such as real-time interaction analytics and real-time customer feedback to traditional data sources, will deliver more accurate performance measurement and insights. These insights will then be fed into other NICE solutions such as coaching and the unique real-time agent guidance to enable organizations to ensure ongoing improvement in agent performance and customer centric processes.
Zeevi Bregman, president and CEO of NICE says, “Leveraging Merced’s products and market leadership in branches and retail stores, together with our customer feedback and real-time analytics, will enable us to extend the benefits we provide at these customer touch points.”