Research Briefs

Research Briefs

On October 23, 2018, OpenTextTM of Waterloo, ON, Canada, announced the availability of its workforce optimization (WFO) solution, OpenText Qfiniti, to subscribers of Amazon Connect. Amazon Connect is Amazon’s Software as a Service (SaaS) cloud-based contact center service and is available to subscribers through the Amazon Web Services (AWS) Marketplace. The AWS infrastructure is available in 18 geographic regions around the world and has established a reputation as being highly available, fault tolerant, and scalable.

On August 20, 2018, NICE, of Hoboken, NJ announced the completion of its acquisition of Mattersight Corporation. NICE’s intention to acquire Mattersight was announced on April 26, 2018, but the company offered little insight into NICE’s plans for Mattersight before the deal was closed. The price for the acquisition was $2.70 per share, or about $90 million.

On July 25, 2018, Cisco, of San Jose, California, announced its first wave of collaboration integrations with Google products. Among this first wave of integrations announced is an artificial intelligence (AI)-powered agent-assist solution designed to help agents answer customer questions during a customer interaction faster and more efficiently than any alternative product today.


On June 26, 2018, Calabrio, of Minneapolis, Minnesota, introduced version 10.3 of Calabrio ONE, their enterprise workforce optimization and engagement suite. This release represents the continued evolution of Calabrio’s flagship platform.


On March 15, 2018, Verint ® Systems, Inc., of Melville, NY, announced the availability of new customer self-service capabilities that include intelligent virtual assistants (IVAs) and enterprise chatbots. The IVAs and chatbots are powered by an open, modular Artificial Intelligence (AI) engine that Verint attained with the acquisition of Next IT in December, 2017 (See Saddletree Research Note of January 16, 2018 entitled “Verint Acquires Next IT: Accelerates Artificial Intelligence Efforts, Expands Portfolio.) Verint Intelligent Virtual Assistant TM enables customer engagement through the understanding of contextual information in order to provide personalized assistance and answers based on the customer’s prior purchases, locations, and other information. Verint Intelligent Virtual Assistant is a modular platform that provides enterprises with the ability to manage the solution and make changes as necessary. No special training is required in order to manage the AI engine behind the IVAs and chatbots, and this design feature ensures investment protection as AI technology continues to evolve along with enterprise requirements. Verint Intelligent Virtual Assistant is available for immediate delivery.

On December 19, 2017, Verint Systems, Inc. of Melville, NY, announced that it has acquired the outstanding equity interests of Next IT Corporation of Spokane, WA. The privately-held company was acquired for $30 million in cash plus potential future cash payouts.

On July 31, 2017, NICE, of Hoboken, NJ, announced the launch of NICE inContact CXone™, engineered from the ground-up to provide the global contact center industry with a cloud platform that provides extensive native functionality along with hundreds of APIs that support integration with partner solutions as well as customer-specific extensions. Capabilities inherent in the platform include omni-channel routing, workforce optimization (WFO), analytics, robotic automation, and artificial intelligence (AI).

On July 19, 2017, Verint® Systems, Inc., of Melville, NY, introduced Knowledge Management Professional. Knowledge Management Professional represents Verint’s expansion of its knowledge management solution to include contact centers of all sizes, including the small-to-medium sized business, and joins Verint’s Knowledge Management Enterprise as part of Verint’s Employee Engagement suite and broader Customer Engagement Portfolio.

On April 4, 2017, Calabrio, of Minneapolis, MN, acquired Vancouver, Canada-based Symmetrics, a provider of business intelligence (BI) solutions that bring together contact center data and enterprise data.

On March 30, 2017, NICE of Hoboken, NJ, announced a suite of enhancements to the NICE Robotic Process Automation (RPA) solution. With over 500,000 robots deployed at 400 customers, NICE continues to invest in features and functionality designed to address customers’ evolving needs and demands.

On March 27, 2017, Cisco Systems of San Jose, CA, introduced several new solutions built upon the Cisco Spark platform. Among these new innovations is Cisco Spark care, designed to enable help desks and small teams provide customer care to both internal and external customers using web chat and callback.

On January 10, 2017, NICE of Hoboken, NJ introduced Nexidia Analytics, its next generation of Interactions Analytics that is platform-agnostic and brings together both audio and text indexing, search, analysis, and language modeling in a single solution. The shared architecture of Nexidia Analytics eliminates siloed analytics applications and databases for each interaction type. It also offers a single, uniform administration and analysis toolset for all interaction types including calls, chats, e-mails and surveys.

On June 22, 2016, Calabrio, of Minneapolis, MN, announced a strategic partnership with cloud contact center provider Five9 of San Ramon, CA. The terms of the partnership provide for Five9 to OEM Calabrio’s workforce optimization (WFO) software and for Calabrio to sell the entire end-to-end Five9 Cloud Contact Center suite as part of its contact center solutions suite.

On July 20, 2016, Verint® Systems of Melville, NY, announced Verint Robotic Process Automation™, the company’s entrée into the use of software robots to automate, manage and execute high volumes of routine tasks in the contact center and back office, which shape the customer experience. Organizations deploying Verint Robotic Process Automation can significantly reduce manual processing of repetitive and routine tasks, improving the quality and consistency of transactions while freeing employees to address higher-value customer-facing activities.