Nexidia and Merced Systems Partner to Enhance Contact Center Agent Performance

The integration will help joint customers to more accurately identify the root cause of performance issues and then quickly rollout targeted improvement campaigns based on accurate “voice of the customer” analysis. With direct access to individual agent calls, operations can link specific call recordings to performance improvement opportunities.

Companies with contact center operations are tasked with improving agent performance, however, they often do not have an integrated set of tools to quickly and easily identify and resolve issues.

“Our partnership with Merced represents a breakthrough in agent performance management,” said John Willcutts, president and chief executive officer of Nexidia Inc. “Unlike the legacy call recording systems in place, which analyze only a small percentage of calls, Nexidia provides the scalability to analyze up to 100% of calls in a contact center. With our integration into Merced’s Performance Management products, this intelligence can be driven directly into agent and team leader coaching routines, which ensures the highest level of performance improvement.”

Integration of the technologies will:

• Allow speech analytics to identify issues that affect agent performance and pinpoint true root causes. This allows the customer to develop more targeted performance improvement campaigns focused on behaviors that drive key performance indicators (KPI) such as:
  • First contact resolution (FCR);
  • Average handle time (AHT);
  • Escalation rates; and,
  • Customer satisfaction.
• Improve the coaching and training of agents by:
  • Providing better organizational awareness of which behaviors are the biggest drivers of performance;
  • Delivering supervisors and coaches deeper insight into strengths and weaknesses of their employees; and,
  • Enabling the use of the recordings that underlie speech analytics within the coaching process.

“We’re proud to be collaborating with Nexidia,” said Mark Selcow, Merced Systems’ president. “By integrating speech analytics with sales and service performance management applications, joint sales or service customers can quickly and effectively act on key voice-of-the-customer information.”

About Merced Systems

Merced Systems is the leading provider of Sales and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organisations across a range of vertical industries. Merced Systems' award-winning products serve Global 2000 customers, and include advanced analytics and reporting, incentive compensation management, coaching, and other performance execution applications. With a strong track record of growth and delivering business impact to its customers, Merced Systems has been profitable for the past 6 years. Merced Systems is a privately held venture capital-based company headquartered in Redwood City, CA, with major operations in the UK. For more information on Merced Systems, please visit www.mercedsystems.com.

About Nexidia

Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery. For more information, please visit http://www.nexidia.com/.

Philosophy PR + Marketing (for Nexidia)
Renee Maler, 925-968-9495
renee@philosophypr.com