Research Briefs

Research Briefs

On January 2, 2019, Aspect Software, Inc., of Phoenix, Arizona, announced that it has entered into a merger agreement with private equity firm Vector Capital, of San Francisco, California. On the company website, Vector describes itself as a company that partners with management teams to transform and grow established technology businesses.

On December 17, 2018, Verint Systems, Inc. of Melville, NY announced the signing of a definitive agreement to acquire ForeSee of Ann Arbor, MI. Founded in 2001, ForeSee provides voice of the customer (VoC) software that measures and benchmarks VoC data at all touchpoints of the customer journey, Verint expects to add ForeSee’s digital information collection capabilities to Verint’s existing information collection capabilities in the contact center and the branch office. ForeSee is expected to become part of Verint’s omnichannel VoC portfolio and deepen Verint’s capabilities in providing customer service professionals with a unified VoC view across digital, voice, surveys, e-mail, chat, and social media channels. Verint customers will also benefit from ForeSee’s proven methodology that helps companies prioritize customer experience improvements that will have the most impact. The acquisition also includes ForeSee’s extensive database of customer experience benchmarks, gathered across a wide variety of industries since ForeSee’s inception. Verint’s acquisition of ForeSee is expected to lose within a few days. ForeSee is a privately-held company. No financial details of the acquisition are available.

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.

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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.

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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.