Nexidia and Merced Systems Partner to Enhance Contact Center Agent Performance

Speech Analytics Leader Teams With Performance Management Expert for Agent-Level
Improvement
ATLANTA & REDWOOD CITY, Calif.--(Business Wire)--
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.

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

Copyright Business Wire 2009