NICE Buys Analytics Firm Mattersight

US-based enterprise software solutions provider NICE has agreed to acquire Mattersight, which provides cloud-based analytics for customer service organizations.

NICE offers enterprises advanced analytics of structured and unstructured data, to improve their customer service, ensure compliance, combat fraud and 'safeguard citizens'. Mattersight meanwhile uses tools including psychological behavioral models to gain a deep understanding of both customers and agents, helping clients act on them in real time and make personalised approaches to consumers. NICE says the buy further enhances its analytics offering, powered by Nexidia, and its customer base.

The acquisition is expected to close in the second half of 2018, subject to customary closing conditions, and the price of $2.70 per common share will be funded from cash on hand.

Barak Eilam (pictured) CEO of NICE, says of the buy: 'Analytics is the cornerstone of NICE's strategy of creating a new customer service paradigm with CXone and Adaptive WFO. We were very impressed with Mattersight's innovative technology and domain expertise, as well as their long standing strategic relationships with some of the largest customer service organizations. This acquisition reaffirms our commitment to delivering analytics in the cloud and to be at the forefront of the analytics market'.

Kelly Conway, CEO of Mattersight says her firm is 'convinced that the combination will allow us to provide the best solutions to our customers, and be a great home for our products and team'.

Six months ago, NICE added a Voice of the Customer (VoC) tool, NICE Satmetrix, to its self-service analytics platform, to give clients a 'total' real-time view of the customer experience, including insights 'at scale' via advanced speech and text analytics; organizational engagement tools to reduce churn, boost customer loyalty and drive growth; and features including activity-triggered surveys, and pre-packaged role-specific tools.

Web site: www.nice.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.