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
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
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.