NICE acquires inContact for $940 million, eyes cloud-based call centers

After the deal closes, NICE and inContact plan to combine their contact center applications and analytics with cloud contact center technology, targeting both SMBs and enterprises.

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Image: File photo


Israeli tech firm NICE Systems announced it is acquiring inContact, makers of cloud-based software for call centers, for $940 million.

NICE says the acquisition will help the company expand its customer service offerings and provide a platform for a fully integrated cloud contact center via a planned Contact Center as a Service (CCaaS) approach.

After the deal closes, NICE and inContact plan to combine their contact center applications and analytics with cloud contact center technology, targeting both SMBs and enterprises. NICE traditionally has focused on analytics-based customer service tools for financial institutions and other large enterprises.

"Together, inContact and NICE are ... combining our best-in-class contact center applications and analytics with cloud contact center," said NICE CEO Barak Eilam. "This unprecedented integration is at the core of our vision for the transformation of the legacy contact center into the new era of the Experience Center."

inContact CEO Paul Jarman will continue to lead inContact as it becomes part of NICE.

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