NICE Boosts Workforce Optimization Suite with Merced Systems Acquisition

In a move that solidifies the company’s position in the performance management sector, NICE Systems has acquired Merced Systems (News - Alert) for a reported $150 million to underscore its ability to provide top notch analytics tools and workforce optimization solutions.

NICE is relatively a household name already when it comes to solutions for the contact center that focus on customer relationship management and strategy, but the Merced Systems acquisition will lend a unique set of features to NICE’s workforce optimization suite once incorporated.

Merced is known for its position in the service and sales performance management solutions market as its technology helps businesses drive sales effectiveness, superior customer experience and operational efficiency. With a hand in many verticals, Merced’s solutions will complement NICE’s technology with real-time analytics and customer feedback that will boost NICE’s workforce optimization offerings.

Zeevi Bregman, President and CEO of NICE said in the announcement of the acquisition, “The acquisition of Merced constitutes an important and strategic addition to our offering of enterprise-wide customer interaction solutions. Expanding our portfolio with the market leading performance management solutions will enable both NICE and Merced customers to enjoy an enhanced offering with rich functionality.”

The NICE/Merced deal will improve the productive functionality of solutions from NICE for agent guidance, measuring performance, and coaching. Merced’s team of experts will join NICE, and all parties expect a smooth integration of technology and staff.  

Bregman added, “Furthermore, 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.”

Matt Glickman, CEO of Merced said, “We are proud to join the leading provider of customer interaction solutions. Through this combination, our leading performance management solutions will now be available to NICE’s broad base of customers. We already have customers enjoying the benefits of the integration of our solutions with some of NICE’s solutions. We look forward to joining forces with NICE and believe that our unique closed-loop offering will deliver strategic value to enterprises globally.”

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny