NICE announced today that it has entered into an agreement to acquire Causata to enable the enhanced convergence of web and contact center interaction channels.
The acquisition will allow NICE to strengthen its Customer Engagement Analytics platform by providing greater visibility into a customer’s activities on the web and apply the insights from that data in real time, across other touch points such as the contact center.
Organizations will be better positioned to enhance the customer experience, increase revenues, and achieve greater operational efficiency. NICE solutions will be augmented by Causata’s web-based predictive analytics and machine learning technologies, which, when applied to terabytes of information, allow organizations to improve real-time decisioning and guidance.
Integrating Causata’s technologies into the NICE portfolio further accelerates and enhances NICE’s ability to deliver broad visibility into the cross-channel customer journey and to better manage interactions in real-time. NICE will benefit from Causata’s real-time Hadoop-based event store, real-time scoring and decisioning, dynamic customer profiles, and web personalization.