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"As consumers become more familiar with video, such as through the growth of Skype video calls, we expect demand to grow," Snow said. "Vendors such as NICE and ININ are trying to keep ahead of the curve. The basic technology is there, but blending it with other channels is the real challenge."
NICE Acquires Big Data Analytics Firm
In other news from NICE Systems, the Israel-based company just announced plans to acquire Causata, a provider of real-time, big-data analytics technology. Causata's technology will give NICE more 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 center .
Causata positions itself as a leading provider of Customer Experience Management (CXM) software , built on an HBase big data architecture. The company's predictive analytics and real-time apps help B2C companies to improve the customer experience based on real-time customer data. Its industry-specific applications also help companies increase cross-selling and customer acquisition, while reducing churn. Causata was founded in 2009 and funded by Accel Partners, with headquarters in San Mateo, California and a development office in London.
The Real-Time Connection
Commenting on what Causata brings to the table for NICE, Keith Dawson, principal analyst at Ovum, explained, "One of the biggest challenges enterprises face today is the difficulty breaking barriers between the Web and assisted-service channels, such as the contact center."
"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," he said.
"The key is to then share that insight with the sales, services, and marketing organizations, so that they can act in real time to deliver outstanding, personalized customer service and realize more sales opportunities."