Welcome to our round-up of the top news in the CX space over the last seven days.
NICE Surpasses $1 Billion in Annual Cloud Revenue
NICE has achieved $1 billion in cloud revenues over the course of 2021.
After securing $285 million in Q4, NICE cloud offerings accounted for over 53% of overall annual revenues.
Beth Gaspich, Chief Financial Officer at NICE, discussed on an earnings call:
The Q4 top-line was driven by another stellar quarter in the cloud with 28% year-over-year cloud revenue growth coupled with an outstanding performance in our product revenue, which grew 54% year-over-year.
Advisory Firms Question Zendesk’s Takeover Bid of Momentive Global
Proxy advisory firms have criticized the proposed takeover of Momentive Global, questioning the financial merit and logic of the deal.
The news comes after many prominent Zendesk shareholders voiced their concerns regarding the high risks involved in acquiring the parent company of SurveyMonkey.
Akixi Receives Investment from Axiom Equity and True North Advisory
Call analytics software provider Akixi has received a growth investment from Axiom Equity and True North Advisory.
The company plans to put the funds into further international expansion, as well as product innovation.
Craig Decker, Chief Executive Officer of Akixi, said:
“Akixi has seen impressive growth over recent years, and I’m hugely excited to be leading the team which will collectively implement the company’s growth strategy as we embark on the next chapter for Akixi.”
Pega Launches Voice and Messaging AI Solutions
Pegasystems has announced two new AI solutions – “Voice AI” and “Messaging AI” – for clients using Pega’s Customer Service platform.
Voice AI and Messaging AI analyse live customer service conversations in real time. The solutions then recommend steps for resolution to contact centre agents, in the hope of reducing resolution times and lowering agent effort.
Meta Completes Kustomer Acquisition
Meta has completed its acquisition of Kustomer, the CRM provider that also offers omnichannel and data-driven routing capabilities.
Aiming to “evolve digital customer service”, Meta may now harness the solution to empower contact centre teams with a user-friendly timeline of customer interactions.
Meta will continue this transformation by providing Kustomer with the resources to scale its business, improve, and innovate its product offering.
