Cloud communications provider CallTower has acquired Canadian CCaaS specialist Inoria to bolster its global market presence and enhance its customer experience (CX) and communications technology capabilities.
Canada-based Inoria offers a range of tailored consultative services, including workforce management, digital transformation; customer experience and contact centre audits. Its acquisition reflects CallTower’s strategic plan to deliver best-of-breed CCaaS solutions, and expand its CX and Conversational Artificial Intelligence (CAI) capabilities to the global market.
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.”
This strategic acquisition offers several benefits:
- Enhanced Service Offerings: Inoria’s expertise in Genesys Cloud and conversational artificial intelligence (CAI) solutions, including partnerships with Kore.ai and Parloa, enables CallTower to provide a more comprehensive suite of services.
- Expanded Market Reach: The acquisition broadens CallTower’s presence in North America and accelerates its expansion into European markets, allowing the company to serve a more diverse customer base.
- Improved Customer Experience: By integrating Inoria’s CX solutions, CallTower can offer more personalized and innovative communication services, enhancing the overall customer experience.
- Strengthened Channel Partner Program: The combined resources and expertise from both companies provide channel partners with access to a broader range of solutions, enabling them to better meet the complex demands of the global market.
New CX Capabilities: Integrating Genesys Solutions
CallTower’s acquisition of Inoria strengthens its offerings with complete CX solutions, including professional and managed services.
Customer experience platform Genesys provides businesses with tools for seamless communication and personalized service delivery. Inoria was named the Genesys North America, Canada Partner of the Year for Genesys’ fiscal year 2024. The tie-up introduces a Genesys CX solution to CallTower’s dynamic portfolio of unified communications offerings.
AI-Powered Conversations: Expanding CAI Offerings
Conversational Artificial Intelligence (AI) refers to technologies that enable machines to engage in human-like conversations, either through text or speech. It’s a cornerstone of the future of CX – empowering chatbots, voice assistants and IVR to deliver meaningful customer experiences.
The Inoria solutions portfolio brings together other leading technology partnerships in CAI such as Kore.ai and Parloa, thus bringing the expanded portfolio of cutting-edge cloud communication technologies to enrich CallTower’s stable.
CallTower’s Chief Executive Officer, Bret England, said:
“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.”
The acquisition positions CallTower for sustained growth and leadership in the enterprise communications industry, offering enriched solutions and services to its customers and partners.
For more information, visit: calltower.com
