NICE and Mattersight Unite to Herald a New Era in Customer Analytics
NICE Announces Closing of Mattersight Acquisition to Bring Together Behavioral and Cloud Analytics Innovators to Provide Smarter Connections Between Customers and Organizations
NICE has announced the completion of its acquisition of Mattersight Corporation. The finalization of this deal brings together the market’s leading behavioral analytics and cloud innovators, empowering organizations to provide exceptional customer experience through a deep understanding of the customer persona. For the first time, organizations can benefit from the market’s most advanced analytics in the cloud, while driving personalization and efficiently creating real-time connections between customers and service.
Currently, NICE is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
Mattersight’s Predictive Behavioral Routing (PBR) intelligently pairs customers with the right agents best equipped to handle their personality style in real time. Integrating Mattersight PBR with NICE Nexidia’s advanced Interaction Analytics creates a powerful new paradigm in the customer service market providing organizations a combined understanding of the entire customer journey together with a holistic view of the customer persona. It establishes a new, smarter way of connecting consumers and service organizations which results in more productive and positive call outcomes, better business performance and exceptional customer experiences.
The acquisition of Mattersight further enhances NICE inContact CXone™, the world’s #1 cloud customer experience platform. Using Mattersight PBR, organizations will additionally benefit from CXone Omnichannel Routing by leveraging behavioral analytics to make the best, smartest connections executed in real-time.
Paul Stockford, Chief Analyst, Saddletree Research, said,”With the completion of the acquisition of Mattersight, and the combined power of Mattersight Predictive Behavioral Routing (PBR) with NICE Nexidia Analytics, NICE is literally redefining the customer experience. Combining intelligent, personality-based call routing with NICE Nexidia’s predictive outcomes-based call routing and making this unique innovation a part of NICE CXone cloud platform is destined to be a significant turning point in the evolution of customer care.”
Barak Eilam, CEO, NICE, said: “We’re excited to welcome Mattersight to NICE. Being a leading cloud analytics company, I am proud to provide our customers with innovative technology that will allow them to deliver the next generation of smart, personalized customer connections.”
Following its acceptance of the shares tendered in the tender offer, pursuant to Section 251(h) of the Delaware General Corporation Law, NICE merged its subsidiary with and into Mattersight. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.