StellaService has acquired ICC/Decision Services (ICC), an in-store customer experience management program, in a move that will allow the software solutions company to extend its capabilities into physical stores for the first time.
“Brands have been searching for an omnichannel solution that connects the dots between in-store and e-commerce environments and enables them to deliver consistent, high-level service for consumers wherever they shop,” said StellaService’s chief executive officer, Jordy Leiser. “By acquiring ICC, we can combine StellaService’s e-commerce platforms with ICC’s in-store expertise to create entirely new omnichannel solutions that drive team engagement, operational improvements, revenue growth and profitability in a way that’s never been done before.”
With ICC, StellaService will provide a new onmichannel product suite, which will help businesses evaluate operational performance across digital and in-store customer service channels.
“The in-store environment is ripe for this same level of disruption, which is what makes this combination so exciting,” ICC CEO David Rich said, noting, “Executives at every company are now managing their businesses through an omnichannel environment, so by combining our resources and technologies we can support their omnichannel strategies more effectively, helping them drive revenue and efficiencies across channels as a result.”
Following the agreement, Rich will be part of the new management team as the global head of Stella Metrics. ICC will also relocate its New Jersey-based staff to StellaService’s headquarters in New York City.