Sheila McGee-Smith | January 03, 2017 |


Top Contact Center Stories of 2016

NICE Acquires inContact
November brought the close of NICE's deal to acquire cloud contact center provider inContact. As the graphic shows, when it comes to integrated cloud contact center and workforce optimization (WFO), the inContact solutions and brand will prevail. For standalone WFO, the NICE portfolio will generally be the solution of choice with the suite from Uptivity (purchased by inContact in 2014) continuing to be sold for other contact center solutions (e.g., Avaya, Cisco, Genesys, Mitel).

NICE is lucky enough to benefit from the ongoing leadership and expertise of inContact CEO Paul Jarman. This is unlike the leadership situation at the newly combined Genesys and Interactive Intelligence -- the other major contact center-related merger in 2016 -- in that Genesys will not have the continued involvement of Interactive's founder and CEO, Don Brown (for more on Genesys and Interactive, see next slide.)


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