Nice Systems agreed April 28 to acquire both IEX Corp. and Performix Technologies. The deal is subject to regulatory approval. When completed, the purchases will enable Nice to build a package that integrates agent workforce management and strategic planning from IEX and contact center performance analytics from Performix with its already strong capabilities in voice recognition and analytics. We can expect this integrated offering to be marketed as delivering performance management for contact center agents, since both IEX and Performix individually focused on the agent. IEX's product helped tune agents' work schedules to forecasted call volumes and patterns, and Performix addressed agent quality monitoring and management of the full agent life cycle from hiring through training to rewards. Coupled with its own agent quality monitoring capabilities through voice recognition, Nice will be able to offer potential customers broad functionality from a single supplier.
Ventana Research believes that no one should underestimate the challenge of integrating two - let alone three - disparate companies and products. Nice heralds this move as redefining performance management and analytics in the contact center, so we will watch with interest to see when it will bring a fully integrated solution to customers. If it succeeds, Nice could take a leading position in this market.
About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk method for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.
2006 Ventana Research