NICE Merced Archived Reviews (More than two years old)

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Systems Integration Developer at a hospitality company with 1,001-5,000 employees
Mar 31 2015

What is most valuable?

The ability to allow every user from an agent all the way up through the hierarchy to self-correct issues and improve skills without having to wait for a performance review etc.

How has it helped my organization?

It has removed the onus from the manager to inform the person of their performance. Also, there is a huge improvement on the amount of manual activity that can now be integrated into the tool as part… more »

What needs improvement?

The problem with a tool that is incredibly powerful and flexible is that it can also be complicated. A lot of effort is required to make sure the user experience is easy and intuitive. The development… more »

Which solution did I use previously and why did I switch?

Yes, we used to use Business Objects however we really wanted to provide a powerful but easy to use solution to agents and this one fit the bill perfectly.

What other advice do I have?

Take your time and get the basics right first. The whole solution will work and deliver results so much better if you get it set up correctly first time. You can correct initial set up but if you've… more »

Which other solutions did I evaluate?

Yes, we looked at Business Objects and variations of it, QlikView and the Microsoft BI Stack

What is NICE Merced?

Merced's flagship solutions, available in on-premise, SaaS and hosted models, include Merced Service Performance Management, which provides performance analytics and dashboards, service coaching, incentive management and real-time reporting for enterprise service personnel. They also include Merced Sales Performance Management with incentive and quota management, performance analytics and dashboards, sales development and coaching, and other analytics solutions.
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NICE Merced customers
Financial Services
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