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

ZDNet

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.


Cloud Contact Center Call Center Industry News

#artificialintelligence

A major Houston-based energy company sold its San Antonio data center to a West Coast cloud computing giant in a deal that was filed during late October, one day after the company announced it signed up as a client for cloud services, public records show. Chevron USA Inc., a subsidiary of Chevron Corp., sold its 5200 Rogers Road data center to Microsoft Corp. on Oct. 31. It was appraised to be worth $80 million, according to the Bexar County Appraisal District. The value of the sale was not disclosed.


Twilio launches Twilio Flex, aims for programmable, multichannel cloud call center

ZDNet

Cloud communications provider Twilio launched Twilio Flex a contact center platform that covers multiple channels and allows customers to customize interfaces, routing and reporting. Twilio Flex can scale up to 50,000 agents. The aim for Twilio is to do battle with existing call center infrastructure players that deploy on-premise call center hardware and software. Twilio is betting that Flex can bring more APIs to the call center and enable enterprises to customize more. The call center market features a bevy of players ranging from business process outsourcing companies to systems integrators to private branch exchange providers.


[video] Cloud Evolution @CloudExpo @IBMcloud #DX #AI #ML #Cloud

#artificialintelligence

In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. Speaker Bio John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM's public cloud infrastructure including strategy, development, and offering management. To date, IBM has launched more than 50 cloud data centers that span the globe.


How Access Management Protects Today's No-Perimeter Network #SDN #Cloud #Security

@machinelearnbot

The rule of thumb for network security today is that there is no perimeter anymore. An outsider can easily become an insider once perimeter security is breached. Every day, attackers find new ways to breach enterprise perimeter security through ransomware, malware or phishing through social engineering. This is not to suggest that all is lost. Rather, organizations can defeat cybercriminals, in part, by better managing what has already been put in place.