NICE Systems has reached a definitive agreement to purchase eglue, a real-time decisioning software firm, the company
Israel-based NICE will acquire Hoboken, N.J.-based eglue for $29 million in cash.
NICE will combine its workforce optimization (WFO) and call recording capabilities with eglue's decisioning engine to improve cross-channel customer interactions in the contact center, according to NICE. For example, when a customer calls into the contact center, agents will receive a real-time alert about that customer's prior interactions across multiple channels. Agents will also receive real-time guidance to leverage up-sell or cross-sell opportunities.
Analyst firm Gartner Inc. listed eglue as a niche player in the Gartner Magic Quadrant for Customer Service contact centers.
"A major trend that will dominate customer service strategies over the next five years is providing contact center agents a combination of business rules and business knowledge in real time," Michael Maoz, research vice president at Gartner, said in a statement. "The ability to impact interactions based on analysis of the most relevant customer and interaction data is key to delivering an excellent customer experience."
NICE said eglue will also extend its capabilities in improving workplace efficiency, effectiveness and compliance.
"The joint eglue-NICE SmartCenter solutions close the loop on key business improvement processes required by enterprises worldwide, turning business insights into impact in real time,” Zeevi Bregman, president and CEO of NICE Systems, said in a statement. “Together, we will further advance NICE's innovative Customer Dynamics strategy to improve the complex, ongoing exchange between companies and their customers, as companies strive to gain a competitive edge, retain satisfied and loyal customers, while operating in the most efficient and profitable manner.”
The deal is subject to customary closing conditions and is expected to close in the third quarter of this year.