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.
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7 past transactions
Acqueon Technologies
Acquisition in 2024
Acqueon Technologies Inc. is a software development company based in Princeton, New Jersey, specializing in contact center and customer interaction management solutions. Founded in 2005, the company offers a conversational engagement platform that enhances customer engagement across various channels, enabling businesses to improve their revenue production and recovery. Acqueon's software consolidates contact center and business analytics, facilitating operational expense management, transaction handling, and contact load balancing. By leveraging intelligence across communication channels, Acqueon aids sales, marketing, and service organizations in optimizing their interactions, thereby effectively improving sales and collections while addressing customer retention challenges. The company has established partnerships with major technology providers, including Avaya, Cisco, Microsoft, Voxeo, and Dialogic.
Aceyus
Acquisition in 2023
Aceyus, Inc. is a company that specializes in developing technology for contact centers, providing enterprises with both real-time and historical insights into customer interactions and the overall customer journey. Founded in 2002 and based in Charlotte, North Carolina, Aceyus offers a suite of products designed to enhance contact center operations through advanced reporting, contact treatment management, data collection, and data transformation solutions. The platform enables businesses to integrate and normalize data, simplifying the processes of real-time and historical reporting and analytics. By focusing on the needs of its clients, Aceyus empowers contact center managers to better understand and improve customer experiences, ultimately delivering significant operational advantages.
Cresta
Series C in 2022
Cresta is a technology company that leverages artificial intelligence to enhance customer service and sales operations. Its platform is designed to improve the quality of customer interactions by providing timely and relevant information to agents, thereby facilitating effective communication between agents and customers. By augmenting the capabilities of sales and service teams, Cresta's tools aim to increase conversion rates and overall efficiency, ultimately enabling businesses to significantly boost productivity in their customer-facing operations. Through its innovative approach, Cresta supports organizations in managing inquiries more effectively and streamlining their customer experience.
Inference Solutions
Acquisition in 2020
Inference Solutions Inc. is a provider of cloud-based interactive voice response and complex call-handling solutions, specializing in intelligent virtual agent technology. Founded in 2011 and headquartered in San Francisco, California, the company offers a code-free platform known as Inference Studio, which allows businesses to design and deploy advanced self-service applications across various channels, including voice, chat, and messaging. With a client base exceeding 550 organizations across multiple sectors, Inference Solutions enables companies to leverage conversational AI to enhance customer interactions. The company's solutions are distributed through leading telecommunications carriers and contact center providers, making it a trusted partner for service providers looking to enhance their offerings and drive additional revenue through value-added services.
Virtual Observer
Acquisition in 2020
Virtual Observer is an innovative provider of cloud-based Workforce Optimization solutions, also known as Workforce Engagement Management (WEM). Based in East Hartford, Connecticut, the company develops software tailored for contact centers. Their offerings include workforce engagement management, security and compliance features, CRM integrations, and speech analytics. These tools are designed to optimize agent performance and enhance 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 facilitate automation, technology integration, and data management for enterprises. Its solutions include analytics and insights, omnichannel interaction, ETL and data processing, as well as legacy system integration. By addressing the automation and integration needs of businesses, Whendu aims to enhance operational efficiency and improve communication across various channels.
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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