{"id":63989,"date":"2024-10-01T10:49:07","date_gmt":"2024-10-01T09:49:07","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=63989"},"modified":"2024-10-03T14:18:49","modified_gmt":"2024-10-03T13:18:49","slug":"playvox-confirms-nice-takeover-with-a-name-change","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/","title":{"rendered":"Playvox Confirms NICE Takeover with a Name Change"},"content":{"rendered":"<p>Playvox has confirmed that it\u2019s now part of NICE after changing its name on social media to Playvox by NICE.<\/p>\n<p>The move comes after <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/rumors-circulate-over-a-nice-takeover-of-playvox\/\" target=\"_blank\" rel=\"noopener\">CX Today shared rumors of a potential acquisition in July<\/a>.<\/p>\n<p>While NICE is yet to make an official announcement, Playvox also posted the following statement on LinkedIn and X.<\/p>\n<p><iframe loading=\"lazy\" title=\"Embedded post\" src=\"https:\/\/www.linkedin.com\/embed\/feed\/update\/urn:li:share:7245432686918406145\" width=\"504\" height=\"284\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>A formal announcement from NICE is likely in the works, as the CCaaS and workforce engagement management (WEM) stalwart hasn\u2019t yet responded to CX Today\u2019s request for comment.<\/p>\n<p>When that announcement comes, NICE will take over one of its most prominent competitors in the WEM market.<\/p>\n<p>Indeed, Playvox has gained a significant market presence over the past decade, especially after its 2021 acquisition of Agyle Time, the workforce management (WFM) provider.<\/p>\n<p>Alongside that WFM software, Playvox offers quality assurance (QA), coaching, and gamification solutions.<\/p>\n<p>Of course, NICE already has all this, so some may raise an eyebrow at the news. However, beyond bolstering its portfolio, the acquisition benefits NICE in several ways.<\/p>\n<h2>Why Is NICE Moving for Playvox?<\/h2>\n<p>First, consider the state of the WEM space. While there are a couple of exciting entrants, NICE has three chief global competitors: Playvox, Calabrio, and Verint.<\/p>\n<p>By taking over one of those rivals, NICE can strengthen its grip on the space.<\/p>\n<p>Moreover, it\u2019s fascinating to consider that of its rivals, Playvox perhaps has the closest partnership with CRM leader Salesforce.<\/p>\n<p>As demand for CRM-WEM integrations rises and many organizations leverage Salesforce Service Cloud as their central contact center platform, this move may allow NICE to benefit from that trend.<\/p>\n<p>Moreover, as those Service Cloud businesses scale, they may wish to add NICE telephony, journey orchestration, and sector-specific solutions.<\/p>\n<p>Such expansion options come alongside new WEM capabilities, as NICE offers several WEM features Playvox doesn\u2019t, including conversational QA and <a href=\"https:\/\/www.cxtoday.com\/wfo\/nice-expands-its-true-to-interval-tti-analytics-solution-converges-contact-center-wfm\/\" target=\"_blank\" rel=\"noopener\">True to Interval (TTI) analytics<\/a>.<\/p>\n<p>Also, it\u2019s critical to note that many of Playvox\u2019s other customers will still have on-premise contact centers. After all, shifting from spreadsheets and an Erlang Calculator to a cloud solution is much simpler than a full-scale CCaaS migration.<\/p>\n<p>As a result, NICE can promote its CCaaS offerings to these businesses and offer a significant differentiator: CCaaS and advanced WEM convergence.<\/p>\n<p>Finally, it\u2019s worth noting that the acquisition offers NICE a chance to bolster its short-term earnings, with Playvox reportedly achieving approximately $75MN in annual revenues.<\/p>\n<p>As NICE can cut out much of the costs of serving customers &#8211; leveraging its significant global reach \u2013 the vendor may achieve that bottom line more economically.<\/p>\n<h2>The Workforce Engagement Management (WEM) Space Is Heating Up<\/h2>\n<p>NICE\u2019s takeover of Playvox comes at an exciting time in the space, with Alvaria and Zendesk throwing their hats into the WEM ring with standalone solutions earlier this year.<\/p>\n<p>Alvaria made its move in September, <a href=\"https:\/\/www.cxtoday.com\/wfo\/alvaria-spins-out-its-wem-suite-brings-back-the-aspect-brand\/\" target=\"_blank\" rel=\"noopener\">spinning out a WEM offering from its CCaaS platform<\/a> and naming it &#8220;Aspect&#8221; to revive a brand synonymous with the contact center industry.<\/p>\n<p>While many other CCaaS vendors also have native WEM suites, Alvaria is one of few that can get close to the depth of NICE\u2019s offering.<\/p>\n<p>Meanwhile, <a href=\"https:\/\/www.cxtoday.com\/wfo\/zendesk-enters-the-workforce-engagement-market-with-a-deep-offering\/\" target=\"_blank\" rel=\"noopener\">Zendesk has pieced together a broad WEM offering<\/a> following its acquisitions of Tymeshift and Klaus, the WFM and performance management software providers.<\/p>\n<p>Will either of the brands come close to achieving NICE&#8217;s market presence in the WEM market? It&#8217;s unlikely.<\/p>\n<p>However, their moves enable market diversification, which \u2013 in the long run \u2013 may aid faster innovation in an underserved subset of CX tech.<\/p>\n<p>With many contact centers still leveraging Erlang Calculators for resource planning and spreadsheets for QA, there is significant room for such innovation and improvements within contact center WEM.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Playvox has confirmed that it\u2019s now part of NICE after changing its name on social media to Playvox by NICE. The move comes after CX Today shared rumors of a potential acquisition in July. While NICE is yet to make an official announcement, Playvox also posted the following statement on LinkedIn and X. A formal [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":63992,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61096],"class_list":["post-63989","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-engagement-management","tag-ccaas-migration","tag-mergers-and-acquisitions","tag-workforce-management","tag-workforce-optimization","brands_to_track-nice","brands_to_track-playvox","editorial_type-news","intent-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Playvox Confirms NICE Takeover with a Name Change - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Workforce Engagement Management news including CCaaS Migration\u200b, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Playvox Confirms NICE Takeover with a Name Change\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Workforce Engagement Management news including CCaaS Migration\u200b, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-01T09:49:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-03T13:18:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/playvox-by-nice-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Playvox Confirms NICE Takeover with a Name Change\",\"datePublished\":\"2024-10-01T09:49:07+00:00\",\"dateModified\":\"2024-10-03T13:18:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\"},\"wordCount\":620,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/playvox-by-nice-850.jpg\",\"keywords\":[\"CCaaS Migration\u200b\",\"Mergers and Acquisitions\",\"Workforce Management\",\"Workforce Optimization\"],\"articleSection\":[\"Workforce Engagement Management\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2024\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\",\"url\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/playvox-confirms-nice-takeover-with-a-name-change\/\",\"name\":\"Playvox Confirms NICE Takeover with a Name Change - 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