The established UCaaS provider CallTower is starting 2025 with an acquisition of Inoria to increase its stated aims of expanding market presence and strengthening communications technology capabilities.
“The acquisition of Inoria presents an exciting strategic opportunity for our customers and partners, enhancing our growth in delivering global best-of-breed enterprise communication solutions,” said CallTower’s CEO Bret England.
The US-based CallTower provides a plethora of cloud-based communications—contact centre and collaboration solutions— and its successful acquisition of Inoria provides it with the CCaaS footprint and managed services the Canadian company currently offer.
Where CallTower can Benefit
This acquisition marks a strategic milestone in CallTower’s mission to deliver best-of-breed CCaaS solutions, expand its Customer Experience (CX) and Conversational Artificial Intelligence (CAI) capabilities to the global market.
Billed as a “full-service, boutique partner“, Inoria offers a range of tailored consultative services, including workforce management, digital transformation; customer experience and contact centre audits. It also targets a number of large sectors such as healthcare and energy.
CallTower claims to be the “world’s most advanced” unified communications, contact centre, and collaboration solution.
Thus in joining forces, CallTower and Inoria represent a dynamic convergence of some of the leading UCaaS and CCaaS providers.
Co-Founder & EVP of Inoria Joe Bigio said of the announcement:
“This unique partnership allows us to accelerate innovation, expand our services, reach new markets, and scale rapidly while delivering even greater value to our partners and enterprise customers across North America and speedily into Europe.”
CallTower’s acquisition of Inoria strengthens its CX solutions offerings, including professional and managed services.
This is evidenced by the company hailing a defining aspect of the acquisition being in the expertise and innovative solutions brought by Inoria with Genesys Cloud software company.
Genesys Cloud specialise in CX and call centre technology for mid-sized and large businesses, providing cloud-based and hybrid software solutions designed to enhance enterprise communications, collaboration, and customer interaction management.
in 2023, the Genesys Cloud CX platform surpassed one million users.
Inoria was named the Genesys North America, Canada Partner of the Year for Genesys’ fiscal year 2024.
With its technical expertise with Genesys CCaaS solutions, including Genesys Cloud and Genesys Cloud AI, Inoria can introduce a Genesys CX solution that can align with CallTower’s unified communications offerings.
In addition to the Genesys offering, the acquisition brings together other technology partnerships in fields of dramatically emerging interest in the CCaaS sectors, such as CAI, with Inoria solutions portfolio including Parloa and Kore.ai, a company that works with RingCentral on four leading bots within its Glip platform.
“This acquisition offers our combined customers and the enterprise market with expanded communication solutions with extensive resources for design, licensing, implementation, integration, and support of an extensive list of CCaaS and CAI solutions along with our industry leading UCaaS offerings,” England explained.
The CallTower CEO went on to say that the company and Inoria are planning a “swift integration” of their solutions as well as an expanded launch of “innovative and connected global communications solutions“.
What Customers can Expect
This acquisition aims to give enterprise customers from both companies with an expanded portfolio of cutting-edge cloud communication technologies, designed to meet the evolving demands of a global market.
It equally expands CallTower’s reach in North America, with Inoria’s Bigio joining the company’s executive team to lead the CCaaS, CX, and CAI organisation.
Other Solutions Being Augmented
Besides gaining new capabilities and solutions through acquisitions, CallTower has been internally refining its offerings.
Just last month, the company launched its new CallTower Analytics Collaboration for Microsoft Teams solution as a way to elevate enterprise insights and optimise and deepen workplace collaboration through data leveraging.
It also expanded its Operator Connect for Microsoft Teams solution in the LATAM and APAC regions in November.
from UC Today https://ift.tt/A4smYcL
0 Comments