GoResponse Telephone Answering Service Staff

NICE makes definitive move with cloud operator acquisition

Cloud call centreNICE, a world-class provider of analytics and workforce management solutions, has revealed that it has acquired the cloud contact centre inContact. As a result, the two leaders in their individual markets will be able to provide a fully integrated cloud suite that call centres can take advantage of.

In a definitive move, NICE’s acquisition will allow current contact centre cloud solutions to be taken to the next level. This marks the first time that a single vendor will offer analytics, workforce management tools and infrastructure for cloud operations in a single, integrated environment.

There are numerous benefits that telephone answering services will be able to take advantage of. Fundamentally, organisations of all sizes will be able to access the first true cloud contact centre, giving them the ability to enjoy reliability, elasticity, simple configuration and seamless upgrades, not to mention the lower total cost of ownership.

NICE will be able to provide the most complete range of world-class solutions provided in a single package, whilst the Experience Centre will integrate analytics into every call centre operation to provide more intelligence.

NICE Chief Executive Barak Eilam said: “Today, we are embarking on the most transformative move within our industry in decades, for both NICE and the customer service market. Together, inContact and NICE are making history by re-inventing customer service as we know it, combining our best-in-class contact centre applications and analytics with cloud contact centre.”

Eilam added that the unprecedented integration is part of the firm’s core undertaking to transform call centres into Experience Centres.

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