NICE (NASDAQ:NICE) today announced that it has entered a definitive agreement to acquire inContact (NASDAQ: SAAS), the leader in cloud contact center. This acquisition ushers in a new era in customer service, where the two market leaders are joining forces to provide the industry’s first fully integrated and complete cloud contact center solution suite.
The unprecedented combination of NICE’s world-class WFO and Analytics solutions with inContact’s advanced contact center cloud offerings allows organizations to take advantage of best-in-class customer service applications as they transition to the cloud. Moreover, the acquisition marks the first time that one vendor offers both contact center cloud infrastructure as well as the full range of WFO applications and Analytics, providing a seamless integrated environment.
This unique combination of contact center applications and platform 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 ever-changing customer preferences.
Organizations of all sizes can now benefit from:
A true contact center cloud offering. Allowing organizations to take full advantage of cloud functionality for their contact center, enjoying the benefits of elasticity, reliability, low total cost of ownership, seamless upgrades, and simple configuration.
Most complete range of world class integrated contact center applications, offered by a single vendor. Providing the industry’s most comprehensive suite of customer service essentials, from ACD and WFO to advanced analytics-based applications, all provided from one company.
The Experience Center. Infusing Analytics into each and every element of the contact center allows organizations to re-invent customer service in new and intelligent ways, adapting their interactions in real-time to both employee persona and the understanding of customer intent across the omni-channel journey.
NICE is recognized as the global market leader in analytics-based customer service applications, and this acquisition will position the company front and center in the cloud contact center space. Furthermore, it will enable NICE to reach all available market segments, from the smallest businesses to Fortune 100 companies, and will position the company as the first end-to-end customer service solutions provider in the cloud.
inContact is the cloud contact center leader, with the most complete, easiest and most reliable omni-channel solution to help organizations achieve their customer experience goals. Joining forces with NICE enables inContact to reach a larger customer base with their state-of-the-art cloud offering. In addition, it allows inContact customers and prospects to benefit from the leading WFO and analytics offerings in the market.
NICE and inContact will jointly offer a full range of solutions for the fast-growing Contact Center as a Service (CCaaS) industry that is substantially larger than NICE’s current addressable market. Additionally, the two companies will continue to cultivate their large partner network, enabling partners to offer an unparalleled range of leading contact center solutions, both in US and international markets.