NICE is an established software and services provider for contact center solutions, with a global presence across various industries. It focuses on strengthening its expertise in customer engagement optimization through organic as well as inorganic growth strategic initiatives. The company has made acquisitions and strategic partnerships to expand and diversify its customer engagement analytics solutions, including contact center analytics. The recent initiative in this pursuit was the acquisition of inContact, a cloud contact center solution provider, in May 2015. This acquisition would enable the integration of NICE’s WFO and analytics solutions with inContact’s advanced contact center cloud offerings. In January 2016, another acquisition of Nexidia, a provider of advanced customer analytics, enabled NICE to transform the market by featuring analytics capabilities with unparalleled accuracy, scalability, and performance, thus empowering organizations to significantly expand their analytics usage in critical business use cases. Looking at the organic growth strategy, the company has made progress with its investment in R&D activities to enhance its capabilities. In January 2017, NICE introduced its next-generation interaction analytics solution, based on the Nexidia platform, which incorporates best-of-the-breed capabilities from both Nexidia and NICE, and uses deep learning neural networks to perform sophisticated audio and text search across interaction types, such as calls, chats, emails, and surveys.