Genesys Teams with Merced Systems to Extend Reporting, Performance Management of Genesys Customer Interaction Management Suite

The combined systems leverage Genesys as the core platform and data source to orchestrate customer interactions across the web, through the contact center and via mobile devices, while using Merced Systems' performance management capabilities to measure and optimize operations. By unifying Genesys data with Merced Performance Suite, the two systems can deliver more sophisticated scorecards, analytics, and fully integrated workflow, and enterprise customers will be able to improve their customer service more quickly, and create a culture of continuous improvement.

Genesys, the world's leading software platform for customer interactions, leverages customer information and analytics models to orchestrate and improve business processes applied to customer service across all channels. Used by the largest customer service organizations in the world, Genesys captures millions of interactions each day, creating an integrated source of web, voice self-service, and assisted-service interactions.

Merced Performance Suite is the most advanced, fully integrated performance management application on the market. Designed from the ground up to turn customer operations into higher performing, data-driven functions, Merced Performance Suite integrates data from disparate sources while delivering advanced analytics, personalized dashboards, and critical workflows to every employee in the operation — from front line agent to executive.

"Merced is a leader in performance management software for contact centers," said Steve Rutledge, vice president of product marketing for Genesys. "By integrating these two suites, which are typically deployed together, we can streamline the implementation process for our customers and tap into the core strengths of each of our products," Rutledge added.

"We're proud to be collaborating with Genesys," said Matt Glickman, Merced Systems' CEO. "We look forward to providing Genesys customers easy access to the critical operational insight they need to make better, fact-based decisions at every level of the operation."