REDWOOD SHORES, Calif. and SINGAPORE, Nov. 8, 2011 /PRNewswire-Asia/ -- Merced Systems, Inc., the leading provider of Performance Management solutions that drive business execution in Sales and Service functions, today announced that US Airways has implemented Merced Systems' Performance Management Suite. US Airways has adopted Merced Systems' solutions to help 1,500 reservation agents improve the customers' experience and manage their own performance.
"Having a product that enables our front-line agents as well as managers to monitor and improve performance in real-time is critical to providing exceptional customer service for the 18 million calls we receive each year," said Tim Lindemann, vice president of reservations and customer planning for US Airways. "Merced Systems Performance Management Suite stood apart from the other systems we considered as it has a proven track record in driving business critical results. Since implementation, our agents have continually improved their service to our customers by being able to monitor key performance metrics."
"Merced Systems is honored that US Airways selected our technology to manage their agent performance," said Mark Selcow, president, Merced Systems. "As we've seen across a wide spectrum of industries, implementing Performance Management solutions has a tremendous impact on customer satisfaction, employee performance, operational efficiencies and overall revenue. We look forward to working more with US Airways so they reap these same benefits."
US Airways joins a growing list of global leaders who are using Merced Systems solutions, including key leaders in Asia such as Dell, Sprint, one of the world's largest credit card issuers and leading companies in telecommunications and financial services.
About Merced Systems
Merced Systems is the leading provider of enterprise software solutions focused on Business Execution for Sales and Service organizations. Merced System's performance management solutions help drive sales effectiveness, superior customer experience and operating efficiency 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 eight years. Merced Systems is a privately held company headquartered in Silicon Valley and London and subsidiary offices in Singapore, Hong Kong, and Australia, with major customers in more than 20 countries worldwide. For more information on Merced Systems, please visit www.mercedsystems.com.
