UserEvents Inc was acquired by Redwood City, California-based LiveOps Inc, a provider of cloud contact center and customer service solutions based in Redwood City, California. Headquartered in Fredericton, New Brunswick, Canada, UserEvents makes CxEngage, a contextual routing engine with the power to aggregate and process events found on any social, web, mobile or voice channel in real time. CxEngage was also included in the purchase, a statement about the acquisition said.
Although financial details of the deal were not provided, the acquisition followed the receipt of debt funding amounting to $30 million by LiveOps Inc from Comerica Bank, PE HUB reported. Venture capital firms like August Capital, Benchmark Capital, CMEA Capital and Menlo Ventures backed LiveOps while startup fund New Brunswick Innovation Foundation or NBIF provided financing to UserEvents, the report said.
The acquisition enables LiveOps to create a customer experience management platform that provides brands with smart, dynamic and personalized customer service solutions, thus enhancing its Cloud Platform. With contextual routing added to its platform, LiveOps is able to give unprecedented insights in real-time to the buying and service intentions of customers. Meanwhile, smart routing techniques pave the way for true, cross-channel interactions that allow both brands and consumers to arrive at their desired results, the statement said.
LiveOps Chairman and Chief Executive Officer Marty Beard said in the statement that they have quietly disrupted what brands and the industry expects for customer experience management. He said that the purchase of UserEvents means that they are challenging the old ways of how business is done.
Beard added, "Think of interacting with a brand that can offer priority treatment when you call them based on your activities on their website or via web chat; or a brand who has intelligence across all touch points, can sense that you are getting frustrated online and offer you proactive live help at just the right moment to ensure you have a great experience. That is what LiveOps can do with CxEngage."
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