NICE (Nasdaq:NICE) has acquired inContact (Nasdaq:SAAS), the company said.
The new offering will enable organizations to create the “Experience Center,” adapting interactions routing in real time according to employee and customer personas, and understanding customer intent across the omni-channel journey.
Such an approach allows organizations to understand the timely needs of each individual customer, anticipate them, and then best respond to them by utilizing the best channel that optimizes both customer preferences, as well as the nature of the specific situation.
NICE provides both cloud and on-premise enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
inContact offers a solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem.