GovTech CX Firm Granicus Acquires Rock Solid
Granicus, the provider of CX technologies and services for government, has acquired Rock Solid Technologies, the citizen engagement software solutions firm. Financial terms of the deal have not been disclosed.
The two companies share a long commitment of developing and growing digital modernization capabilities aimed at streamlining government operations and enhancing transparency, together amplifying years of industry leadership in working with public sector leaders to deliver end-to-end CX offerings to help government organizations navigate their digital transformation journey.
Related Article: Department of Homeland Security Launches Hiring Initiative to Transform CX
For the acquisition, both Granicus and Rock Solid have executed a platform strategy of combining complementary companies and technologies from their broad portfolios to create integrated experiences for both citizens and government organizations. The combined portfolio of the two companies will offer an unmatched breadth of integrated technology solutions and services that promises to unlock new capabilities for government leaders to better engage and serve their citizens and communities.
The acquisition also expands the global footprint of Granicus in Puerto Rico and Latin America, enabling the company to serve additional government organizations and strengthening its position as a key cloud-delivered GovTech platform.
ResultsCX Acquires Bulgarian CXM Firm 60K
In a move to expand to the UK and continental Europe, Florida-based customer experience management (CXM) services provider ResultsCX is establishing its European headquarters in London and acquiring 60K, a CXM company in Bulgaria.
Siddharth Parashar, managing director of ResultsCX in Europe, describes 60K as the pre-eminent outsourcing business in Bulgaria, with southeastern Europe where Bulgaria is located fast becoming an attractive near-shore location for UK and European companies given the region’s highly competitive cost base.
Founded in 2008, 60K provides CXM services to leading UK, European, and US clients in various industries, including media and entertainment, digital commerce and retail, travel, financial services, and insurtech. The company has more than 1,300 employees working in the Bulgarian capital of Sofia, in the country’s second largest city of Plovdiv, and from home locations throughout Bulgaria.
New 60K owner ResultsCX, meanwhile, is a partner to Fortune 100 and 500 companies, with core expertise in actionable analytics and contact center as a service (CCaaS), backed by the company’s own AI-powered digital experience platform. Founded in 1990, ResultsCX currently employs more than 20,000 workers spread across North America, Europe, India, and the Philippines.
InteractiveTel Acquires TruMobility Assets
InteractiveTel, the provider of AI-driven communications services and customer interaction analytics, has acquired the assets of TruMobility, the company offering bundled and integrated hosted VoIP to small business customers. Terms of the transaction were not disclosed, but the deal expands the reach of Houston, Texas-based InteractiveTel, considered a powerhouse in the customer interaction and communications arena in the automotive industry.
With the acquisition, InteractiveTel secured TruMobility’s business customer base, providing them with access to InteractiveTel’s TotalCX intelligence platform and SenseiCX call performance training solution. InteractiveTel also acquired TruMobility’s contract with a world-class data center in Seattle, which had been established to service TruMobility customers and comprises another point of expansion for West Coast coverage.
TruMobility, with headquarters in Vero Beach, Florida, was formed in 2009 as a business VoIP service provider. The company was the only business-to-business provider in the US to combine hosted VoIP with nationwide mobile service and an industry-first small cell-based private cellular network.
InteractiveTel is known for its award-winning TotalCX Customer Experience solutions suite, which combines AI and automation with people power to help automotive dealers accelerate decision-making. The TotalCX end-to-end sales and service intelligence engine works with any on-premises or cloud-based phone system, including InteractiveTel’s hosted PBX, enabling organizations to scale and collaborate more easily.
Appier Finalizes Acquisition of Woopra for Next-Gen CDP
Appier, the Taiwanese-based provider of AI-powered platforms for businesses, has completed its acquisition of Woopra, the customer journey analytics company headquartered in San Francisco.
The acquisition is expected to strengthen Appier’s position in processing first-party data to build next-generation customer data platforms (CDPs) with user-centric visualization analytics. Appier envisions next-generation CDPs will establish 360-degree comprehensive customer profiles from first-party data, enable precise prediction of end-user behaviors, and tailor effective customer acquisition and engagement.
Related Article: CDP Provider Amperity Opens New Australian Office
The union of the two companies will also see Woopra being added to the Appier suite of AI-powered solutions. The combination will enable businesses to integrate and synchronize customer data via one-click integrations, and analysis can be obtained in real time for each touchpoint in a customer’s journey.
Woopra’s global customer base will also offer significant opportunities for Appier to further expand and solidify its global footprint, especially in enhancing the business growth of its enterprise product lines.
Perch Insights Raises $2.9 Million in Seed Funding
Analytics solution provider Perch Insights recently closed on a $2.9 million seed funding round from individual investors to expand its software-as-a-service (SaaS) product that provides data-driven insights for CX leadership teams.
Early success with large fintech and e-commerce clients prompted the spinoff of Massachusetts-based Perch from global CX and outsourcing firm Full Potential Solutions. The resulting split, however, has not slowed expansion at Perch, as its business intelligence platform has been successfully deployed at various Fortune 500 companies and other fast-growing category leaders, Perch officials say.
Lisa Stoner, the board chair for Perch and a customer service industry veteran, says Perch helps enterprise firms work proactively to increase market share and improve the customer journey. The Perch product team, led by Shantanu Dhaka, a co-founder of Perch and currently chief product officer at Full Solutions Potential, plans to continue expanding and deepening Perch’s product’s capabilities, particularly with AI-driven analytics and pro-active alerts that enable clients to drive operational efficiencies and optimize their LTV: CAC ratio on a daily basis.
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.
