NICE Systems Extends Further into Customer Experience Management with eglue Acquisition

NICE systems is an established vendor in the market for agent performance management (APM) systems, and it recently took the top ranking in the Ventana Research APM Value Index awards [http://www.ventanaresearch.com/resources/resources.aspx?id=3786]. Workforce optimization software includes call recording, quality monitoring, workforce management and training; to this APM adds call routing, coaching, compensation management and agent-focused analytics. The need for these additional capabilities was validated in our benchmark research on agent performance management. I recently wrote an update on NICE Systems’ efforts and direction for 2010 in which I noted that NICE has been expanding its analytics to support better cross-channel customer interactions for agents.

The “Social” Revolution Is About the Customer Relationship

I have been in the customer service and contact center space for over 20 years and have seen many fads, hot topics, three-letter acronyms and “end of an era” predictions come and go. The latest trend is that suddenly everything is “social”: We have social customer relationship management (CRM) that should help marketing, sales and customer service improve significantly. So it’s worth asking what all the fuss is about and why it is happening now.