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NICE Announces the Closing of LiveVox Acquisition

By Tracey E. Schelmetic January 01, 2024

Rounding out 2023, contact center company NICE has announced the completion of its acquisition of LiveVox. The combination of NICE CXone platform with LiveVox’s AI driven proactive outreach capabilities has created a highly interaction-centric platform, according to NICE: "A fundamental cornerstone to delivering superior AI-driven customer experiences." The union of the two companies is occurring as organizations around the globe are looking for ways to simplify their customer experience (CX) operations and embed CX AI to drive better automation.

“The successful completion of this acquisition is a major milestone for NICE as we continue to execute on our strategic vision, further cementing our leadership position,” said Barak Eilam, CEO of NICE. “Organizations around the globe are looking to partner with us as they accelerate their CX AI journey, and we are excited to provide them with the most comprehensive platform to help fuel their success. I would like to extend a warm welcome to the talented LiveVox team and take the next step in transforming the CX industry together.”

NICE is recognized as a market leader in CX with the most robust AI driven cloud platform for managing customer interactions of all types, digital and voice, agent-assisted and consumer-led. NICE CXone has the largest array of native applications to manage customer journeys, improve employee engagement and drive complete performance. Moreover, CXone provides the most comprehensive embedded AI with Enlighten, encompassing hundreds of CX-specific models that enable holistic and fluent consumer experiences.

In terms of finances, there will be no contribution to NICE’s revenue and expenses from LiveVox for 2023. The entire LiveVox financial contribution will occur in 2024 and is expected to contribute $142 million to NICE’s full-year revenue, for 2024. The acquisition is also expected to be cash flow positive and accretive to NICE’s operating income, operating margin and non-GAAP EPS in 2024.

Edited by Alex Passett
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