Playvox has confirmed that it’s now part of NICE after changing its name on social media to Playvox by NICE.
The move comes after CX Today shared rumors of a potential acquisition in July.
While NICE is yet to make an official announcement, Playvox also posted the following statement on LinkedIn and X.
A formal announcement from NICE is likely in the works, as the CCaaS and workforce engagement management (WEM) stalwart hasn’t yet responded to CX Today’s request for comment.
When that announcement comes, NICE will take over one of its most prominent competitors in the WEM market.
Indeed, Playvox has gained a significant market presence over the past decade, especially after its 2021 acquisition of Agyle Time, the workforce management (WFM) provider.
Alongside that WFM software, Playvox offers quality assurance (QA), coaching, and gamification solutions.
Of course, NICE already has all this, so some may raise an eyebrow at the news. However, beyond bolstering its portfolio, the acquisition benefits NICE in several ways.
Why Is NICE Moving for Playvox?
First, consider the state of the WEM space. While there are a couple of exciting entrants, NICE has three chief global competitors: Playvox, Calabrio, and Verint.
By taking over one of those rivals, NICE can strengthen its grip on the space.
Moreover, it’s fascinating to consider that of its rivals, Playvox perhaps has the closest partnership with CRM leader Salesforce.
As demand for CRM-WEM integrations rises and many organizations leverage Salesforce Service Cloud as their central contact center platform, this move may allow NICE to benefit from that trend.
Moreover, as those Service Cloud businesses scale, they may wish to add NICE telephony, journey orchestration, and sector-specific solutions.
Such expansion options come alongside new WEM capabilities, as NICE offers several WEM features Playvox doesn’t, including conversational QA and True to Interval (TTI) analytics.
