Cyara, a Redwood, City, CA-based AI-led Customer Experience (CX) transformation platform provider, acquired CentraCX, a Melbourne, Australia-based comprehensive SaaS-based Voice of the Customer (VOC) solution, designed specifically for the contact center.
The amount of the deal was not disclosed.
The acquisition of CentraCX compliments Cyara’s existing capabilities, bringing valuable insights that inform companies on how to design CX strategies that resonate with their target customers. By combining Cyara’s expertise in CX assurance with CentraCX’s ability to inform CX design with real customer feedback, organizations can continuously transform their CX initiatives and drive customer satisfaction and loyalty.
CentraCX is designed specifically for the needs of enterprise contact centers, and is integrated with Genesys Cloud CX. It is able to analyze feedback along different organizational lines, allowing for tailored results that cater to different types and levels of stakeholders and empowering frontline managers to use the data to effectively manage their teams. CentraCX can capture and collect data from different channels for analysis and insights, including voice, SMS, web and email. Core to CentraCX is Tribal Analytics, a technology enabled process that puts customer opinion at the center of business decision making and continual improvement. Tribal Analytics combines customer feedback with the agent perspective, thereby creating a closed loop feedback system that delivers an end-to-end process for driving real change.
Led by Alok Kulkarni, CEO and Co-founder, Cyara provides an AI-based CX transformation platform that empowers enterprises to deliver interactions across voice, video, digital, and chatbot experiences.
FinSMEs
20/06/2023