by Mark Smith | 2012-02-13 | Article ID: QT12-12 | Article Type: QuickTake
NICE Systems, a major provider of applications and technology for call centers and a player in their evolution into multichannel contact centers, will acquire Merced Systems, a provider of business applications for customer service and sales organizations. NICE has made multiple previous acquisitions to build its software portfolio and plans to use Merced Systems as a foundation of its enterprise systems and a complement to its contact center workforce optimization offering. While software for customer service and contact centers motivated this acquisition, NICE Systems also plans to expand into sales organizations through Merced’s sales performance management.
Customers of Merced Systems should look for affirmation that NICE Systems will include their needs in its product roadmap, continue to operate Merced as an entity and ensure availability of its applications. Potential purchasers likewise should make sure the Merced products they are examining are part of the future at NICE. Existing NICE customers will find new options in agent performance management and sales performance management, which could supersede NICE’s existing performance management applications. We see this as a wise investment by NICE, considering Merced’s profitability, growth, products and customer success. We hope that NICE will retain Merced’s key people and invest further in the newly acquired company.