Nexidia and Merced Systems Partner to Enhance Contact Center Agent Performance


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Speech analytics leader teams with performance management expert for
agent-level improvement

ATLANTA, GA and REDWOOD CITY, CA – NOV. 9, 2009 – Nexidia
, the market-leading provider of audio search and
speech analytics solutions, and Merced Systems
, the leader in sales and service
performance management software
, today
announced that the companies will be partnering to address demand for
improving agent performance in the contact center. The partnership includes
integration of Nexidia’s flagship Enterprise Speech Intelligence (ESI)

product with Merced’s core offerings Merced Performance Suite

and Merced Incentive Compensation Management

ement> .

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:

o First contact resolution (FCR);
o Average handle time (AHT);
o Escalation rates; and,
o Customer satisfaction.

. Improve the coaching and training of agents by:

o Providing better organizational awareness of which behaviors are the
biggest drivers of performance;
o Delivering supervisors and coaches deeper insight into strengths and
weaknesses of their employees; and,
o 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

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


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