Mark Smith's Analyst Perspectives

NICE Transforms Customer Experience through Mobile and Interaction Intelligence

Posted by Mark Smith on May 3, 2012 1:06:15 PM

I attended NICE Systems’ annual Interactions (Twitter #Interaction2012) conference in Nashville to get the latest from this growing global software business that focuses on customer-centric applications. If you have not heard of NICE you might not be primarily involved in managing and interacting with customers, the area in which NICE has been growing organically and by acquiring technology providers that complement its existing portfolio. As we discussed in recent analyses, and NICE acquired Merced Systems for its sales- and service-centric performance management applications and Fizzback for customer feedback management software. Both have helped it become a more strategically focused software business. NICE Systems targets enterprise contact centers as well as financial risk, compliance and security. NICE makes its applications available not just on-premises but also in software as a service and hosted environments.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), Operational Intelligence, 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM)

NICE to Acquire Merced Systems for Excellence in Customer Service and Sales

Posted by Mark Smith on Dec 6, 2011 11:45:21 PM

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.

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Topics: Predictive Analytics, Sales, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Marketing, Merced Systems, NICE, Operational Performance Management (OPM), Revenue Performance, sales analytics, Sales Compensation, Sales Force Automation, Social CRM, Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, CFO, CMO, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Sales Performance Management, Sales Performance Management (SPM), SFA, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM)