NICE Systems has entered into an agreement to acquire Causata, a provider of real-time Big Data analytics technology.
It is hoped that the acquisition will allow NICE to offer solutions that provide greater visibility into a customer’s activities on the Web and apply the insights from that data in real time, across other touch points such as the contact centre.
Organisations will be better positioned to enhance the customer experience, increase revenues, and achieve greater operational efficiency, the company claimed. These solutions are further augmented by Causata’s Web-based predictive analytics and machine learning technologies, which, when applied to terabytes of information, may allow organisations to improve real-time decision making and guidance. NICE will benefit from Causata’s real-time Hadoop-based interaction repository, real-time decision making, dynamic customer profiles, and Web personalisation.
Keith Dawson, principal analyst at Ovum, said: "One of the biggest challenges enterprises face today is the difficulty breaking barriers between the Web and assisted-service channels, such as the contact centre.
"In order to truly understand the customer journey and get the most value from that understanding, companies must know what their customers are doing on the Web, as they do it. The key is to then share that insight with the sales, services, and marketing organisations, so that they can act in real time to deliver outstanding, personalised customer service and realise more sales opportunities."
The acquisition is expected to close in a few days. The company expects the acquisition to be slightly dilutive to third quarter 2013 earnings per share, but have no impact on fourth quarter and full year 2013 earnings per share.
NICE Systems provides software solutions that aims to enable organisations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets.
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