Nuance-TouchCommerce Partnership is So Yesterday
It feels like just yesterday - probably because it was - that we learned of TouchCommerce's new TouchAssist offering, which leverages virtual assistant technology from Nuance Communications. Today is a new day, however, and the two companies are no longer just partners.
Nuance has announced it has signed a definitive agreement to acquire TouchCommerce. The acquisition will help Nuance expand its customer care solutions with a range of new digital engagement offerings, including live chat, customer analytics and personalization solutions. The deal is certainly moving customer care in the right direction toward self-service, which a large majority of online customers prefer.
“The combination of Nuance and TouchCommerce promises to disrupt the customer service industry by bringing together the best of self-service and the best of assisted-service solutions, each magnified by the power of artificial intelligence,” said Robert Weideman, executive vice president and general manager for Nuance Enterprise Division. “The result provides enterprises with a customer engagement solution that connects with consumers anytime and anywhere, across voice, digital and mobile devices – delivering superior customer experiences and business results.”