NICE to Build a “Conversational AI Powerhouse” as LiveVox Acquisition Closes – CX Today

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NICE has completed its acquisition of LiveVox and now plans to create a “conversational AI powerhouse”.

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How? By pulling LiveVox’s AI-powered outreach capabilities onto its CXone platform.

According to NICE, the fortified offering will pave the way for the “only” interaction-centric platform within the contact center industry.

NICE reportedly spent $350MN to acquire the rival CCaaS provider, with the Livevox team’s industry expertise a significant motivator – alongside these outbound features.

The CEO of NICE, Barak Eilam, released a statement welcoming the LiveVox team to the company:

The successful completion of this acquisition is a major milestone for NICE as we continue to execute on our strategic vision, further cementing our leadership position.

“Organisations around the globe are looking to partner with us as they accelerate their CX AI journey, and we are excited to provide them with the most comprehensive platform to help fuel their success.

“I would like to extend a warm welcome to the talented LiveVox team and take the next step in transforming the CX industry together.”

LiveVox’s AI Outreach

NICE has described LiveVox as the market leader in AI proactive outreach, thanks to its advanced outbound dialler.

Such capabilities have proven relatively dormant area of technological pursuit for NICE since its 2013 release of the Personal Connection Outbound Dialer.

With this technology now in hand, however, NICE can boast of having one of the best outbound contact center solutions. Moreover, it can pair these with its “leading” inbound capabilities, inside a single platform.

The most recent CCaaS Forrester Wave and Gartner Magic Quadrant reinforces such inbound strength.

CX Today spoke to Eilam soon after its announcement to acquire LiveVox. Eilam explained how this combination will enhance CXone, enable this conversational AI powerhouse, and empower LiveVox’s existing install base.

“As NICE is a larger company with a lot of resources, we’ll provide further acceleration to their pace of innovation,” he said.

They can also enjoy better integration – and the same is true for NICE customers, who will now be able to enjoy both offerings together.

Eilam also hinted that further acquisitions could be on the horizon, as it plans to continue adding “dozens of new capabilities” to CXone.

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