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Tuesday, February 07, 2012
Microsoft and 24/7 Join Forces to Deliver Customer Service for Large Businesses

Microsoft and 24/7 Inc. today announced an agreement to jointly bring the power of natural user interfaces (NUIs) and data analytics at cloud scale (Big Data) to enable future customer service for businesses.

The agreement includes Microsoft merging its interactive self-service assets (clients, people and technologies) into 24/7 Inc. The agreement also includes an R&D partnership, long-term IP licensing and Microsoft taking an equity stake in 24/7 Inc.

24/7 has been helping businesses apply Big Data analytics to customer service for over a decade. The company uses its Predictive Experience (PX) solutions to help companies analyze their customer interactions across Web and phone channels, bringing together silos of information and enabling predictive customer experiences.

Microsoft and 24/7 Inc. plan to create a next-generation cloud platform for customer service. The combined Predictive Experiences (PX) platform will combine Microsoft?s experience in NUI with 24/7's expertise in Big Data to help companies deliver the type of natural aservice consumers expect and demand of companies.

Microsoft claims that when companies bring Big Data together with NUI, they'll have customer service magic. They will improve communication with consumers, simplify customer service, anticipate needs, and learn from every customer interaction.

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