HP laptop computer 298.8.
(photo credit: Courtesy)
Nice Systems Ltd., a provider of business application solutions and digital recording software, announced on Thursday the acquisition of real-time software solutions provider eglue, in a deal worth about $29 million.
“Joining Nice Systems is an important and exciting step for eglue and its customers,” said Omer Geva, co-founder and Chief Executive Officer of eglue. “Together, we’ll expand our global outreach to support the evolving needs of customers in both the contact center and back office arena worldwide addressing their most pressing business challenges.”
The purchase marks Nice System’s fifth acquisition in Israel, following Actimize, Fortinet Systems, Hexagon System Engineering Ltd. and Orsus Ltd.
Under the terms of the agreement, Ra’anana-based Nice Systems, which will be acquiring eglue for a total of approximately $29m. in cash, may increase the transaction price by up to an additional $6m., subject to certain performance criteria. The transaction is subject to the satisfaction of customary closing conditions and is expected to close during the third quarter of 2010.
Following the purchase, Nice System’s enterprise contact center and back office offering will be expanded by the addition of eglue’s real-time solutions to its SmartCenter, enhancing and further impacting compliance adherence, operational efficiency, customer experience, and sales and marketing effectiveness, thus enabling their organization to become more customer focused.
“The joint eglue-Nice SmartCenter closes the loop on key business improvement processes required by enterprises worldwide, turning business insights into impact in real time. Together, we will further advance Nice’s 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,” said Zeevi Bregman, President and Chief Executive Officer of Nice Systems.
“With eglue’s real-time decision-making and guidance offering, we augment our intent-based business solutions – a major growth driver for Nice Systems – as well as extend our reach into back-office operations, which today is a significant and undeserved market. We expect that the addition of eglue will contribute to the company’s growth and profitability in the years to come.”
The combination of eglue’s solutions will enable an agent servicing a customer that has previously called the contact center regarding the same issue to receive a real-time alert about the customer’s sequence of prior interactions across the different communication channels from web, chat or text and be presented with all the necessary information and steps to efficiently resolve the customer issue. The agent will be provided with personalized real-time guidance to leverage and act upon cross-sell or up-sell opportunities.
“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,” said Michael Maoz,
Research Vice President at analyst and advisory firm Gartner.
“The ability to impact interactions based on analysis of the most
relevant customer and interaction data is key to delivering an
excellent customer experience.”
Founded in 2001, eglue is headquartered in the US, with offices in
Israel and Europe and a worldwide customer base, including first-tier
telecom carriers, and financial services, retail, travel and utility