In CCaaS market reports by prominent analysts – such as Gartner, Forrester, and Ventana Research – NICE always seems to achieve leader status.
During recent years, NICE has cemented this status, and CEO Barak Eilam credits its longstanding strategy "to become THE CX Hub in the market, powered by AI."
As part of an exclusive interview with CX Today, Eilam delved deeper into this focus – and where the LiveVox acquisition fits in.
"We’ve been investing over the years to strengthen and broaden the capabilities of CXone in every aspect, covering types of interactions, knowledge, data, and so on," he said.
"Proactive outreach is part of that, and LiveVox will further strengthen this capability of CXone.
[Together] we are further advancing and revolutionizing how proactive outreach is done by companies.
As Eilam suggests, LiveVox offers an advanced outbound dialer, an area NICE has placed little emphasis on since the 2013 release of its Personal Connection Outbound Dialer.
However, this acquisition allows NICE to leapfrog many other providers – as it aims to bring together the best in inbound and outbound contact center capabilities onto one platform.
Read on to learn more about how NICE will do so, or check out the video interview with Eilam below.
Eilam: We Wanted to Join Forces with the Best
NICE first stepped into the CCaaS space in 2016. Eilam notes that the business looked for the market leader and acquired inContact. "We thought they had the best technology out there," he said.
In a similar way, there are several players in the outbound business, and we wanted to join forces with the best… and LiveVox has by far the best technology.
That technology will merge with NICE’s inbound capabilities on a single platform – with Enlighten AI running across it.
Moreover, the AI will further advance outbound operations by spotlighting insights such as: when is a proactive notification most likely to be successful for this specific customer?
Then, there is the Enlighten Journey Orchestration solution that pulls everything together.
Finally, it’s worth highlighting how LiveVox is a favorite provider amongst BPO operations, a space that NICE will look to further expand within.