Microsoft has entered into an agreement with 24/7 Inc. to create a next-generation cloud platform for customer service. The combined Predictive Experiences (PX) platform will combine Microsoft’s experience in natural user interfaces (NUIs) with 24/7’s expertise in data analytics at cloud scale (Big Data) to help companies deliver the type of natural and intuitive service consumers expect and demand of companies.
The agreement also includes an R&D partnership, long-term IP licensing and Microsoft taking an equity stake in 24/7 Inc.
24/7 Inc. and Microsoft will forge an R&D partnership moving forward, and 24/7 Inc. will utilize Microsoft Tellme speech and natural language technologies for natural user experiences in customer service. 24/7 Inc. will also be integrating its solutions with Windows Phone, Bing and Microsoft Dynamics CRM.
Microsoft and 24/7 Inc. agreed to a shared technology road map and a long-term IP licensing agreement that provides broad coverage under Microsoft’s patent portfolio for speech-related technologies.
Microsoft will merge its interactive self-service assets (clients, people and technologies) into 24/7 Inc.’s PX solutions. The combined Predictive Experience (PX) platform will manage more than 2.5 billion speech and online self-service interactions annually, enabling large businesses to derive and apply insight and intelligence across these customer service interactions and delivery channels. With this combination, 24/7 Inc. will be positioned to generate total revenues of more than $250 million annually by delivering solutions and services that enable large businesses to anticipate consumer needs, simplify the consumer experience and learn from every consumer interaction.
Microsoft will take an equity stake in 24/7 Inc. However, Microsoft officials declined to say how many of the Tellme employees are moving to 24/7 or how much 24/7 is paying for the Microsoft speech technologies.