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Acquisitions in Workforce Optimization Software Market Drive Better Solutions

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Acquisitions in Workforce Optimization Software Market Drive Better Solutions

October 21, 2016

By Susan J. Campbell,
TMCnet Contributing Editor

Access to cloud computing is a growing priority for enterprises throughout the world. And while some have embraced it with open arms, others sat back and waited for the kinks to get worked out before they jumped. Now, with access to solutions like workforce optimization software, and partnerships between key players, it only makes sense to adopt a roadmap this next level of innovation.

To that end, inContact and Interactive Intelligence (News - Alert) are both working to bring solutions to the forefront that enterprises need to shore up their competitive advantage. In the process, inContact has a new owner in NICE, a workforce optimization solutions provider. Not to be left out, Interactive Intelligence was acquired by Genesys (News - Alert). The companies are now working together to ensure inContact can compete more aggressively in the market.

inContact CEO, Paul Jarman indicated at a recent conference that 11 integration teams completed their work to ensure the ongoing seamless operation of the newly combined entities. inContact is now a division of NICE, yet the strong and smart brand and its cloud offering of the full contact center will continue to operate as inContact. Moving forward, plans include a focus on making the inContact solution enterprise-ready.

Five product initiatives will come to the forefront in an effort to compete effectively in markets where on-premise solutions are heavy. The initiatives include omnichannel routing with context, analytics and performance-driven routing, advanced self-service, workforce intelligence and persona-based experience. 

For its part, Interactive Intelligence faced a crossroads just three years ago, according to a post in the Indy Star. The company’s main business was the sale of software to run call centers, but functionality was moving to the cloud. Interactive Intelligence didn’t have the software necessary to support moves to the cloud.

Interactive Intelligence made the decision at that time to invest the necessary monies to develop a cloud solution that not only made them a more competitive option, it also made the company attractive to Genesys as a viable cloud-based solution. Today, the company’s PureCloud solution is expected to take it to the next level.

For its part, inContact is ready with the release of its Customer Interaction Cloud for 2016, version 16.3. This latest version promises a modern new interface designed to unify and simplify contact center administration across omnichannel routing and workforce optimization software. The latest offering will also add advanced analytics to ensure deep insights into the customer experience and agent performance.

"Delivering the best customer experiences in the market is more critical for success than ever before," said Jarman, in a press release. "Our purpose-built solution and deep expertise help contact centers reach their customer experience goals and meet the broad, evolving business objectives of the modern customer service industry."

Now, companies have more robust options when it comes to workforce optimization software and the combination of NICE and inContact just makes sense. At the same time, Interactive Intelligence is better positioned to fill a void and ensure its ongoing positioning in a market increasingly moving to the cloud.

Edited by Maurice Nagle
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