Genesys and Merced Systems Collaborate for Call Center Performance Solution

By Sandra M. Gustavsen

Analyst, Access Intelligence LLC

 

Genesys Telecommunications Laboratories, Inc. (an Alcatel (News - Alert)-Lucent company) and Merced Systems are partnering to integrate the Genesys 7.5 Suite with the Merced Performance Suite. The combined solution addresses key goals for contact centers—excellent customer service, while streamlining operations and lowering costs. Both companies will sell the solution (available now).

 

Considered a leader in customer operations performance management applications, Merced has received several awards, including the TMC (News - Alert) Product of the Year Award in 2006 and 2005. Merced Systems reported increased revenue by over 100 percent in 2006 compared to 2005, as well as profitability for the fourth year in a row, citing major new customers, international expansion and continued investment from existing customers.

 

The agreement with Merced Systems adds to a list of new initiatives announced at Genesys’ (News - Alert) G-Force event in San Diego in April 2007. Genesys is partnering with a number of technology companies, most recently announcing initiatives with RightNow Technologies, ClickFox, XO Interactive and SAP (News - Alert) and the company’s Genesys 7.5 Customer Interaction Management Platform which leverages Open IP and SIP standards. While many of the recent partnerships focus on a specific contact center process, the Merced Performance Suite (MPS) delivers a holistic view of performance, but also allows management to develop, automate, and track best practices through category leading workflow, according to Genesys.

 

The two suites (Genesys and Merced) are often deployed together; however, through this enhanced partnership, the companies have agreed to invest additional resources that will make implementation easier and less costly, but more importantly, will provide customers with a pre-integrated solution that increases the depth and breadth of data. By integrating Genesys data with Merced Performance Suite, contact centers can take advantage of advanced analytics and personalized dashboards for agents, managers and other employees in the contact center operation.

 

The most recent Merced Performance Suite (MPS) version 3.0 features enhanced dashboards that deliver highly customized information according to an individual’s role—agent, supervisor or executive for example. The Merced dashboard tailors reports, data, and metrics to a user’s specific role and attributes (such as tenure, skill, and completed training) to provide the most relevant information.

 

For example, a tenured sales agent could automatically track their incentive plan, while a junior service agent can receive daily updates on their individual performance. Users can “drill up or down” in any dimension, add a new axis, swap dimensions or apply natural language filters.

 

In addition, specialized views and tools allow supervisors and managers to track individual level performance and take action from a single view. For example, the MPS Staff Manager gives a complete view of an agent’s performance over time which enables the supervisor to identify and respond to an agent’s strengths and opportunity for recognition. www.genesyslab.com and www.mercedsystems.com.

 

In a similar announcement In March 2007, Merced and Aspect unveiled Aspect Performance Management, an application powered by Merced Performance Suite.

 

TelecomTactics Takeaway: Through this enhanced partnership, Genesys and Merced Systems (News - Alert) have agreed to invest additional resources that will make implementation of the two suites easier and less costly, but more importantly, will provide customers with a pre-integrated solution that increases the depth and breadth of data. Key differentiator for Merced Performance Suite: highly customized Merced dashboards that tailor reports, data, and metrics to a user’s specific role – agent, supervisor or executive for example.