It's been a busy week in the CX sector, with rumors of a NICE takeover of Playvox, Gamma's acquisition of BrightCloud, and a court ruling on SAP's sale of Qualtrics.
Here are the extracts from some of our most popular news stories over the last seven days.
Rumors Circulate Over a NICE Takeover of Playvox
Social media is ablaze with rumors that NICE is set to acquire Playvox, the workforce engagement management (WEM) provider.
Adam Saad, CTO and Founder of Tech Stack Advising, seemed to start the rumor mill churning last night with a LinkedIn post.
In the post, he wrote:
NICE has long been THE gold standard for WEM for over a decade now – so it’s interesting to see the acquisition intent.
Indeed, while Playvox offers workforce management (WFM), quality assurance (QA), and gamification tools, there’s little that NICE doesn’t have already.
As such, the potential move seems less about extending NICE’s portfolio and more about landing new customers, which it can expand its business with over time.
Additionally, there may be a more sinister motive behind the potential move (Read on...).
Salesforce Announces Its First Product Discovery Solution for Customer Service
Salesforce has announced My Service Journey, its first product discovery solution for customer service.
Currently available in open beta, the tool helps users navigate the capabilities available in Service Cloud, ensuring contact centers understand everything available to them.
The move is significant, as the product discovery experience across deep platforms – like Service Cloud – is highly fragmented.
Of course, there are webinars and events, support documents, release notes, communities, and social media to learn more about such CX platforms.
Nevertheless, if a brand relies on a source, like release notes, to comprehend the full capabilities of Service Cloud, it’ll have to flick through 15 years worth of content.
Thankfully, My Service Journey aims to simplify and personalize this product discovery process.
Speaking on a recent webinar, Matt Kravitz, VP of Product Management at Salesforce, stated: