Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry as the first in a series of consolidations in the industry with competitors aiming to stay on in the game with the accelerated pace NICE was taking. So after just one full year since this acquisition closed, how has this new juggernaut managed to integrate and blend these two titans in the industry?
Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. Leaders in the Ovum Decision Matrix are chosen for strong technology capabilities, proven market share and consistently growing revenue streams. NICE inContact was ranked as a market leader, receiving top scores for its technology capabilities, and for being highly regarded by customers for execution. Specifically, the company earned the overall highest scores in each category – 9.4 for execution and 8.8 in the technology capabilities category – compared to other cloud contact center solutions. NICE inContact was also recognized for its strong reseller and partner base, large installed base of cloud contact center customers, and high growth for cloud solutions.
Acquiring a company can be as simple as making a compelling offer but executing the merger of teams, culture, and technology is an entirely different ball game. NICE and NICE inContact have managed to steadily deliver advanced features in omnichannel routing, analytics and workforce optimization, all built on a single cloud infrastructure. The two industry leaders are now one and have brought to market the world’s #1 cloud customer experience platform—NICE inContact CXone. While competitors may struggle to manage, integrate, and innovate with as many as 4 or 5 different platforms, NICE inContact is on track to own the market today and to dominate even more so in the future.
Ovum cited that the merging of NICE and inContact’s strengths for the launch of the CXone platform in July 2017, “marks the first time a single industry vendor has offered a cloud contact center platform as well as a full range of WFO applications and analytics packages, with the ability to offer a truly seamless integrated environment for cloud contact center operations.”