Yesterday it was announced that inContact has agreed to be acquired by NICE, the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. This acquisition ushers in a new era in customer experience, where the two market leaders are joining forces to provide the industry’s first fully integrated cloud contact center solution suite. The business requirements around customer experience are rapidly evolving as a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and increase loyalty and “always on” consumers. As a result, enterprises seek a customer experience strategy that successfully connects to consumers throughout the customer journey. The contact center is truly the front line in this battle.
Now, two clear market leaders are coming together to change the paradigm of customer service. The combination of our technologies will make the market’s most advanced and most widely deployed contact center in the cloud, combined with the market’s leading workforce optimization and analytics solutions. This will include integrated end-to-end contact center solutions from a single vendor for companies of all sizes.
This unique combination of contact center applications and platform under one company also enables the transformation of the contact center to the Experience Center. The Experience Center connects customer, employee and omni-channel, using advanced analytics to drive personalization and smart action in real time, to stay ahead of the curve of changing customer preferences.
To learn more about the acquisition, read the full press release here.