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CX M&A: New Acquisitions by Five9, Payoneer, Perceptyx, and Gainsight

Acquired Companies Include Aceyus, Spott, Humu, and Northpass; New Funding for India’s Kapture CX

CX M&A: New Acquisitions by Five9, Payoneer, Perceptyx, and Gainsight

Five9 to Acquire Aceyus in a Combination of Two Strong Partners

Contact center platform and solutions firm Five9 has entered into a definitive agreement to acquire Aceyus, the North Carolina-based provider of advanced data integration, analytics, intelligence, and reporting capabilities for enterprise-level contact centers. Financial details of the transaction have not been revealed, but officials from San Ramon, California-based Five9 say the addition of Aceyus will facilitate the migration of large enterprise customers to the cloud and leverage contextual data for delivering personalized CX.

Using a catalog of pre-built integrations, Aceyus software ingests data from disparate systems, including customer relationship management (CRM), workforce engagement management (WEM), and automatic call distribution (ACD), as well as communication platforms, digital channels, intelligent virtual agents, and other key sources of customer data. The addition of these capabilities will further differentiate the Five9 platform, says Mike Burkland, Five9 CEO and chairman.

“Aceyus is a market leader in removing data complexity and delivering analytics for some of the world’s largest enterprises,” Burkland says. “We believe Aceyus’s breadth of capabilities to ingest, normalize, and analyze data across a wide range of data sources is unmatched. Together, we will enhance the differentiation of the Five9 platform to deliver data-driven, personalized customer journeys and enable the world’s largest enterprises to seamlessly move to the cloud.”

Related Article: Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues

Aceyus also has the ability to normalize CX datasets and allow businesses to transition from legacy systems to Five9 while maintaining consistent reports, data visualization, and dashboards. This lets customers run their businesses smoothly and take advantage of the Five9 platform during migration and beyond. Mike Ary, Aceyus CEO, president and co-founder, says the successful partnership will provide “unparalleled value” to customers and drive business transformation and exceptional CX.

The transaction is scheduled to close by the end of the third quarter this year.

Financial Services Firm Payoneer to Acquire Israeli Data Platform Spott

Payoneer, the New York City-based provider of working capital, online money transfers, and digital payment services, is acquiring Israeli firm Spott, a real-time data platform company that leverages AI and machine learning (ML) to sift through large datasets and help businesses make decisions more quickly.

Financial details of the deal are not available, but the acquisition will enable Payoneer to apply advanced AI models and make predictions and decisions about its service offerings for a global customer base, which consists mainly of small and medium-sized businesses (SMBs). The first application of the technology will be on Payoneer working capital products to enhance underwriting capabilities.

Assaf Ronen, chief platform officer at Payoneer, says the acquisition is part of the company’s commitment to investing in AI and data to provide a seamless CX for customers. “We look forward to seeing the impact that these capabilities will have on Payoneer customers. Spott has built a strong solution, and as part of Payoneer, this innovative technology will be available to SMBs in nearly 200 countries and territories.”

As part of the transaction, Spott CEO Amit Batzir and chief technology officer Roma Bronstein will join the Payoneer technology team, which is also based in Spott’s home base in Israel.

Perceptyx Acquires Behavioral Science Pioneer Humu

Perceptyx, the California-based provider of an employee listening platform, has acquired Humu, a technology company that uses science-based “nudges” to influence behavior toward positive change and improve business performance. Financial terms of the transaction have not been disclosed.

Perceptyx leverages AI to uncover insights into employee experience (EX), determining theme, sentiment, and intent to identify appropriate actions, and then uses behavioral data to deliver personalized manager guidance and coaching. With the acquisition of Humu, established in 2017 by co-founder Laszlo Bock, the former chief HR officer of Google, Perceptyx builds on its capabilities to furnish guidance to employees and drive behavioral change, closing the gap in the EX between signal and action—or between insights and behaviors, according to HR industry analyst Josh Bersin.

Related Article: Companies Still Investing in Employee Listening Programs

“Listening tells you what employees need—what makes them feel energized and engaged. However, HR leaders have always struggled to see consistent and effective action by managers on those insights,” says Perceptyx CEO John Borland. “We believe AI is the key to solving that problem at scale. By adding Humu’s ground-breaking nudge technology to our AI-powered platform, we can help all employees influence positive change at every level, improving both the employee experience and business results.”

Scott Chancellor, CEO of Humu, says that combining Humu’s nudge science with the Perceptyx AI platform will enable specific recommendations to be made to hundreds of thousands of employees across an organization to solve unique challenges.

Gainsight to Acquire Customer Education Provider Northpass

Gainsight, the provider of customer success management software headquartered in San Francisco, is set to acquire Northpass, the New Jersey-based privately held firm that helps midmarket and enterprise companies create digital customer education programs. The addition of Northpass offerings to the Gainsight product portfolio creates an end-to-end platform for automating high-touch customer success management efforts by leveraging customer education and training.

Robin van Lieshout, chief strategy officer at Gainsight, says that customer education is an important component of a well-rounded digital customer success (DCS) strategy. “In an economy where a higher value is placed on profitability than growth, a business’s ability to retain and expand their existing customer base in a cost-efficient way is absolutely critical.”

Customer education can help in retention efforts by delivering on-demand learning experiences that customers can access at all times, eliminating one-on-one training and reducing costs as a result. Customer education can also boost customer engagement through embedded learning on websites and apps to increase customer reach and satisfaction.

And by integrating training data such as course completion rates into customer health scores in Gainsight, customer success teams can further automate key workflows and possess more confidence in the predictability of gross and net retention rates, officials from both companies note.

India’s Kapture CX Secures $4 Million in New Funding

Bangalore, India-based Kapture CX raised $4 million in recent Series A funding led by Cactus Venture Partners, the early-growth venture capital firm headquartered in Mumbai. Founders Sheshgiri Kamath and Vikas Garg say the company will use the fresh capital infusion to expand its presence in international markets, enhance product offerings, and strengthen teams.

Founded in 2014, Kapture CX offers AI-enabled CRM software in the four vertical industries of e-commerce, travel, banking and financial services, and consumer durables. The company has ground operations in five countries and caters to enterprises in 18 countries overall, executives say. Its Kapture One software suite includes contact center and service center capabilities, a field agents management system, a live chat solution, and an AI-based self-service tool for customers to perform basic troubleshooting.

Kapture CX also has integrated several generative AI models, including OpenAI’s ChatGPT and Google’s generative AI APIs to offer enterprise users a better CX.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.

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