Salesforce Acquires Assistly

On September 21st, Salesforce announced they had acquired Assistly, a cloud-based customer service vendor.

I wrote at length about Assistly’s pricing model and how it could change the world of customer service and cloud – “renting” capacity by the hour and adding gamification elements to ensure adoption and continued use was quite interesting.  Apparently, Salesforce thought the same thing, and after a few rumors, the transaction finally happened.

However, this was no traditional technology transaction. The real interest in this acquisition was not the IP as much as the people behind the IP.  In addition, Salesforce is interested in looking at alternative pricing models for their products.  These two items together make it a very interesting acquisition, scheduled to deliver results right away and leading the way for the future with smart people and new models.

A research note with more details and discussion was distributed to my clients earlier, please contact me if you are interested in the note or joining the mailing list.

NICE Acquires Fizzback – Quick Take

On September 19th, 2011 NICE Systems announced the acquisition of Fizzback – an EFM Vendor.  A detailed analysis of this event has been distributed to clients and interested parties; here is a brief summary.

NICE had to do this to remain competitive, and it was merely a question of time before they announced it as they had been working on it for some time.  Fizzback is not a bad choice; the immediate benefits are somewhat unclear.  NICE did this acquisition to build a real-time feedback and real-time analytics offer into their solution – but that will require at least 1-2 years to show.

Fizzback customers must understand the vision and roadmap from NICE and make their long-term decisions on their strategies considering that within two years or less the product is likely to not exist anymore. Competing vendors should create their campaigns to embrace those same customers and implement them quickly.

For more discussion, or further questions, please contact me.