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NICE to Acquire Causata to Enhance Customer Experience Management


NICE, a company that focuses on enhancing interactions with end customers, is about to make it easier for organizations to understand and improve the customer experience.

That’s because the Israel-based company announced it will acquire Causata, a customer experience management company.

As a part of the partnership, NICE will integrate Causata’s Hadoop-based technologies into its Customer Engagement Analytics platform. This will:

    • create customer profiles by analyzing their activities over multiple channels
    • converge self-service digital channels (i.e. web and mobile) with assisted-service channels to better manage the customer experience
    • enable banks to provide agents with the complete context of a customer interaction
    • improve real-time decisioning with predictive analytics and machine learning

The acquisition is expected to close in a few days.

To learn more about NICE, check out their demo from FinovateSpring 2013.