To add capabilities such as real-time interaction analytics and real-time customer feedback to traditional data sources
NICE has entered into an agreement to acquire Merced Systems, a provider of service and sales performance management offerings, to provide its customers with enhanced analytics offerings and workforce optimization suite.
Under the terms of the agreement, NICE will acquire Merced for a total consideration of approximately $150m, net of cash acquired. In addition, NICE will pay Merced up to $20m in cash subject to Merced meeting certain performance targets.
Merced’s offerings, available in on-premise, SaaS and hosted models, include Merced service performance management, which provides performance analytics and dashboards, service coaching, incentive management and real-time reporting for enterprise service personnel.
The offerings also include Merced sales performance management with incentive and quota management, performance analytics and dashboards, sales development and coaching and other analytics offerings.
Integrating Merced and NICE capabilities creates a closed-loop performance management offering and adds capabilities such as real-time interaction analytics and real-time customer feedback to traditional data sources to deliver more accurate performance measurement and insights.
NICE president and CEO Zeevi Bregman said the acquisition of Merced constitutes an important and strategic addition to their offering of enterprise-wide customer interaction offerings.
"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," Bregman said.
Merced CEO Matt Glickman said through this combination their leading performance management offerings 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," Glickman said.
The transaction is slated to close by the middle of the first quarter of 2012, according to both companies.