NICE inContact recently announced that BenchmarkPortal (News - Alert) has joined the DEVone developer program and that the company’s automated benchmarking products are now available on CXexchange markplace.

BenchmarkPortal is a business management consulting company out of Santa Barbara, California. It does benchmarking; contact center assessments, certifications, and training; provides consulting services; and publishes industry reports.

The BenchmarkPortal offering on the CXexchange markplace is called iBenchmark. It’s an automated benchmarking technology for the call center and presents users with an online portal that shows their position against their industry peers and other data. It also includes an iBenchmark Expert Assistant, a person available on a monthly basis to discuss gaps, decide on optimal initiatives, track progress over time, and calculate financial benefits.

NICE inContact is a leader in the cloud-based customer service arena. In July, the company launched NICE inContact CXone. It’s a cloud platform with analytics, artificial intelligence, automation, omnichannel routing, and workforce optimization. CXone runs on Amazon Web Services (News - Alert) and features hundreds of APIs for ease of integration with third-party solutions.

Just last week, NICE inContact came out with the CXone Summer 2017 release, which can pinpoint positive and negative customer interactions, understand associated drivers, and allow users to take informed and immediate action to improve customer satisfaction; has what the company says is greatly improved email routing accuracy and agent productivity; and features collaborative browsing, quality management recording, and workforce management, among other functions.

“In today’s demanding environment, business as usual is no longer an option,” NICE CEO Barak Eilam (News - Alert) said in announcing the NICE inContact CXone solution this summer. “Organizations are expected to constantly evolve and transform themselves to meet consumer demands. Using outdated technologies that require extreme integration efforts and long upgrade cycles cannot address the current demands of the market…. CXone is the outcome of the work of hundreds of engineers from NICE, inContact, and Nexidia (News - Alert), working together to merge the best and most advanced technologies into one cloud platform from one vendor.”

NICE inContact was formed last year through the combination of contact center workforce optimization solution leader NICE and multichannel contact center company inContact. NICE last year also bought analytics company Nexidia for $135 million.