NICE Team (Facebook_
NICE, the Israeli founded firm that offers customer experience services, has acquired LiveVox, an AI-driven proactive outreach provider. LiveVox stockholders will receive $3.74 in cash for each share of LiveVox common stock. And the deal is worth as much as $350 million.
NICE said that the LiveVox tech will enhance NICE’s own platform CXone.
The merger of NICE and LiveVox, say the firms, will create a “leading provider” of cloud-based customer experience (CX) solutions. The combined company will offer a comprehensive suite of solutions that enable businesses to deliver proactive, personalized experiences for their end customers on their preferred channel.
Will you offer us a hand? Every gift, regardless of size, fuels our future.
Your critical contribution enables us to maintain our independence from shareholders or wealthy owners, allowing us to keep up reporting without bias. It means we can continue to make Jewish Business News available to everyone.
You can support us for as little as $1 via PayPal at [email protected].
Thank you.
The key benefits of the merger include an interaction-centric cloud platform as the combined company will offer a cloud-based platform that provides a single view of all customer interactions across all channels. This will enable businesses to better understand their customers and deliver more personalized experiences.
The combined NICE and LiveVox will also offer the convergence of knowledge, data, channels and CX capabilities. The combined company will bring together NICE’s expertise in customer analytics and artificial intelligence (AI) with LiveVox’s expertise in omnichannel contact center solutions. This will enable businesses to create a seamless customer experience across all channels.
Overall, the merger of NICE and LiveVox will create a leading provider of cloud-based CX solutions that will help businesses to deliver proactive, personalized experiences for their end customers.
NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.
Founded in 2000, LiveVox is a publicly traded company on the NASDAQ. The company had a $341 million market cap as of end of trading on Wednesday.
LiveVox offers a cloud CCaaS (Contact Center as a Service) platform that it says helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities.
A CCaaS platform is a cloud-based customer experience solution that provides businesses with the tools and features they need to manage customer interactions across multiple channels, including phone, email, chat, and social media. CCaaS platforms are typically delivered on a subscription basis, and can be scaled up or down as needed to meet the changing needs of the business.
CCaaS platforms offer a number of benefits over traditional on-premises contact center solutions, including reduced costs – CCaaS platforms can help businesses save money on hardware, software, and maintenance costs, and increased scalability – CCaaS platforms can be easily scaled up or down to meet the changing needs of the business, without the need to invest in additional hardware or software.
It also provides improved customer experience – CCaaS platforms provide businesses with the tools they need to deliver a consistent and omnichannel customer experience – and increased agility – CCaaS platforms can help businesses to be more agile and responsive to changing customer needs.
NICE CEO Barak Eilam said, “The era of Digital Engagement is already here and we are excited to enable organizations to propel their Digital Engagement and Conversational AI forward. In joining forces with LiveVox we now have the strongest and broadest proactive outreach portfolio.”
He went on to boast that NICE has a “remarkable track record” in augmenting its leading innovation with complementary acquisitions.
