Nice Systems is set to acquire Causata, a provider of real-time Big Data analytics technology.
Financial details were not disclosed.
The addition of Causata solutions will strengthen Nice’s strategies to offer better visibility into a customer’s activities on the Web and utilize insights from real time data.
Nice Systems will utilize Causata’s Web-based predictive analytics and machine learning technologies that allow organizations to improve real-time decision making and guidance.
In addition, Nice will benefit from Causata’s real-time Hadoop-based interaction repository, real-time decisioning, dynamic customer profiles, and Web personalization.
“One of the biggest challenges enterprises face today is the difficulty breaking barriers between the Web and assisted-service channels, such as the contact center,” said Keith Dawson, principal analyst at Ovum.
According to the Nice 2012 Consumer Survey, consumers use, on average, six different channels for interacting with their service providers.
People who are in touch with a company’s contact center are concurrently browsing their website. In such cases, organizations will be able to use the new combined offering to leverage up-to-the-second information about a customer’s Web interaction and route the customer to the agent best suited to handle the call.
In addition, the organization can identify sales opportunities in real time, select the offer that the customer is most likely to purchase based on their dynamic personal profile and real-time Web behavior, and guide the agent to the successful completion of the sale.
“The acquisition of Causata is another important step in executing on our strategy to help organizations get closer to their customers by providing real-time solutions which address the entire customer journey across touch points,” said Zeevi Bregman, president and CEO of Nice.