Five9
Five9 is a company that specializes in providing cloud-based software for contact centers, serving customers across various industries such as banking, healthcare, and technology. Founded in 2001 and headquartered in San Ramon, California, Five9 offers a virtual contact center platform that supports customer service, sales, and marketing functions through multiple digital engagement channels including voice, chat, email, web, social media, and mobile. The platform enables businesses to manage end-to-end customer experiences within a single unified architecture, enhancing agent productivity and delivering tangible business results. Five9's solutions include workforce management, reporting, quality management, and supervisor tools, all designed to optimize call center efficiency and interaction quality. The company has strategic partnerships with Deloitte Digital and Conn3Ct Ltd., further expanding its capabilities in the cloud contact center market.
Acqueon Technologies
Acquisition in 2024
Acqueon Technologies Inc. is a Princeton, New Jersey-based company that specializes in developing customer interaction management software designed for contact centers. Founded in 2005, Acqueon provides a customer engagement platform that supports businesses in proactively engaging with customers across multiple channels. Its software facilitates operational expense management, transaction handling, and load balancing of customer interactions, while also integrating business analytics and monitoring cloud infrastructure. By leveraging intelligence across communication platforms, Acqueon's solutions aim to enhance sales, marketing, and service efforts, ultimately helping organizations improve revenue production and recover lost opportunities. The company has established partnerships with prominent technology providers such as Avaya, Cisco, Microsoft, Voxeo, and Dialogic.
Aceyus
Acquisition in 2023
Aceyus, Inc. develops advanced contact center technology that enables enterprises to gain real-time and historical insights into their contact center operations and customer journeys. Founded in 2002 and headquartered in Charlotte, North Carolina, the company offers a suite of products designed to optimize contact center performance through effective reporting, contact treatment management, data collection, and data transformation. Aceyus focuses on providing analytics modules that help contact center managers enhance their understanding of customer experiences. By integrating and normalizing data, their platform simplifies reporting and analytics, empowering businesses to manage both customer and agent interactions more effectively.
Cresta is a company that specializes in enhancing customer service through artificial intelligence. It provides a customer experience platform that assists sales and service agents by managing inquiries and facilitating effective communication with customers. The platform is designed to surface relevant information at critical moments, thereby improving the quality of customer interactions. By augmenting the capabilities of sales teams, Cresta enables businesses to significantly increase productivity and conversion rates, effectively doubling the efficiency of their customer service operations.
Inference Solutions
Acquisition in 2020
Inference Solutions Inc. is a provider of cloud-based Intelligent Virtual Agent (IVA) platforms, specializing in advanced self-service applications across various communication channels, including voice, chat, and messaging. Founded in 2011 and headquartered in San Francisco, the company offers a code-free solution called Inference Studio, which allows organizations to design and deploy interactive voice response and call-handling systems without technical expertise. Its platform is utilized by over 550 organizations across diverse sectors and is distributed through prominent telecommunications carriers and contact center providers. Inference Solutions is recognized for enabling service providers to enhance their offerings and generate additional revenue through value-added services.
Virtual Observer
Acquisition in 2020
Virtual Observer is a provider of cloud-based Workforce Optimization solutions, specializing in software for contact centers. Based in East Hartford, Connecticut, the company focuses on enhancing workforce engagement management through its offerings, which include security and compliance features, CRM integrations, and speech analytics. By delivering these tools, Virtual Observer aims to optimize agent performance and improve customer engagement and experience.
Whendu
Acquisition in 2019
Whendu is an integration platform based in Larkspur, California, specializing in contact center and enterprise communications. The company offers a range of services designed to assist enterprises with automation and technology integration. Its solutions include analytics and insights, omnichannel interaction, ETL (extract, transform, load) and data processing, as well as legacy system integration. By providing these services, Whendu helps organizations streamline their operations and enhance their communication capabilities.
SoCoCare
Acquisition in 2013
SoCoCare delivers the market’s most intelligent and highly evolved Social Engagement solution for customer service and sales organizations. Our Social Customer Interaction Management offering, Social CIM, was designed specifically for customer care agents and supervisors with easy to use heads-up displays, dashboards and strong analytics for customer care. With Social CIM, your social customer care efforts are optimized for efficiency and customer satisfaction by eliminating spam and using advanced Natural Language Processing and Business Rules engines to help your agents engage with customers professionally. If you want to deliver a more dignified customer experience in the social realm, Social CIM is your best option.
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