Mark Smith's Analyst Perspectives

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.

Read More

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)

Get the Most from Dreamforce for Your Sales Force

Posted by Mark Smith on Aug 30, 2011 12:31:04 PM

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. 

Read More

Topics: Sales, Salesforce.com, Social Media, Marketing, Marketo, Merced Systems, Operational Performance Management (OPM), Qvidian, Revenue Performance, Sales Force Automation, Sales Operations, Zilliant, Zyme Solutions, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Business Performance Management (BPM), Callidus Software, Camelon Software, CFO, ChannelInsight, Cloud9, CMO, CRM, Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management, Sales Performance Management (SPM), SFA, Varicent, Vendavo, Workforce Performance Management (WPM), Xactly

Gaining Sales Traction with Merced Systems

Posted by Mark Smith on Aug 30, 2011 9:23:37 AM

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.  

Read More

Topics: Sales, Social Media, Marketing, Merced Systems, Operational Performance Management (OPM), Revenue Performance, sales analytics, Sales Compensation, Sales Force Automation, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Business Performance Management (BPM), CFO, CMO, CRM, Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management, Sales Performance Management (SPM), SFA, Workforce Performance Management (WPM)

Merced Systems Customer Summit Advances Sales and Customer Service Organizations

Posted by Mark Smith on Nov 28, 2010 2:27:50 PM

Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales performance management. Also many organizations continue to expect good results from using sales force automation (SFA), but our research shows that 39 percent of organizations are not satisfied with these systems. We also found that the number-one driver of efforts to improve is to make sales performance strategic. In customer service, optimizing utilization of call center agents is a top requirement; another is increasing customer satisfaction, cited by 89 percent of participants in our benchmark research on agent performance management.

Read More

Topics: Merced Systems, Operational Performance Management (OPM), Agent Performance Management, Customer Performance Management (CPM), Sales Performance Management, Sales Performance Management (SPM)

Merced Systems Customer Summit Advances Sales and Customer Service Organizations

Posted by Ventana Research on Jun 10, 2010 8:31:10 PM

Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales performance management. Also many organizations continue to expect good results from using sales force automation (SFA), but our research shows that 39 percent of organizations are not satisfied with these systems. We also found that the number-one driver of efforts to improve is to make sales performance strategic. In customer service, optimizing utilization of call center agents is a top requirement; another is increasing customer satisfaction, cited by 89 percent of participants in our benchmark research on agent performance management.

Read More

Topics: Merced Systems, Operational Performance Management (OPM), Agent Performance Management, Customer Performance Management (CPM), Sales Performance Management, Sales Performance Management (SPM)