Ten years ago, NiCE acquired inContact, and, in the process, began a radical transformation from its core business as a workforce application provider into a full-blown CCaaS and platform provider. It was a transformation as audacious and (ultimately) as well-executed as any I’ve seen in this industry. Now it’s clear that buying Cognigy last year will turn out to be just as significant a bet on a...
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Topics: Governance, Contact Center, agent management, Intelligent Self-Service, Conversational AI, Customers and CX - Business & Technologies, Conversational Intelligence, Cognigy
