A few months after entering into agreement to acquire LiveVox, NICE finalized the acquisition of the company, bringing together NICE's CXone platform and LiveVox's specialized AI-driven proactive outreach features. This move creates a distinctive interaction-centric platform, playing a pivotal role in providing an advanced AI-driven Customer Experience (CX). The merger aims to reshape the landscape of CX, meeting the increasing demand for operational efficiency and the incorporation of CX AI to enable intelligent automation globally.
“The successful completion of this acquisition is a major milestone for NICE as we continue to execute on our strategic vision, further cementing our leadership position. Organizations around the globe are looking to partner with us as they accelerate their CX AI journey, and we are excited to provide them with the most comprehensive platform to help fuel their success. I would like to extend a warm welcome to the talented LiveVox team and take the next step in transforming the CX industry together,” said Barak Eilam, CEO, NICE.
In 2024, LiveVox is projected to contribute a financial boost of $142 million to NICE's full-year revenue. Furthermore, the acquisition is foreseen to have a positive impact on cash flow, operating income, operating margin, and non-GAAP EPS.
NICE has a prominent global position in CX, boasting a robust AI-driven cloud platform, CXone, designed to manage various customer interactions such as digital or voice, agent-assisted, or consumer-led. CXone stands out for its extensive range of native applications, facilitating the management of customer journeys, enhancing employee engagement, and ensuring overall performance. Moreover, CXone incorporates Enlighten, offering the most comprehensive embedded AI with hundreds of CX-specific models to enable cohesive and fluent consumer experiences.
LiveVox, on the other hand, holds a significant market share as a leader in AI-driven proactive outreach, catering to some of the largest enterprises globally. With a diverse and loyal customer base spanning enterprises of all sizes, LiveVox complements NICE's existing customer base, presenting substantial opportunities for expansion.
