Customer Experience Featured Article

Wheelings & Dealings: eGain Signs Definitive Agreement to Acquire Exony

 
August 06, 2014



eGain, a provider of customer engagement solutions, is soon to acquire Exony (News - Alert) Limited.


Exony is a major player in helping enterprises use their customer contact and call center resources to better improve customer experience, reduce churn and increase revenue while aggressively managing productivity.

The company delivers advanced analytics and management software aimed at reducing customer effort and contact center performance. Exony helps organizations to move away from legacy contact center infrastructure to consolidated cloud environments.

eGain has already signed a definitive agreement in this regard. The acquisition is expected to extend eGain’s platform with contact center management, reporting and analytics capabilities.

“Enterprises want to implement omnichannel capabilities as they consolidate contact centers,” said Ashu Roy, CEO of eGain. “Together, we will help clients take the effort out of omnichannel. The combination gives us increased scale and creates new opportunities to accelerate growth.”

eGain’s customer engagement solutions power digital transformation for leading brands. The company’s top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world.

 “We are pleased to join the eGain team and see strong synergies in our combined voice and digital platform,” said Rex Dorricott, Exony CEO. “Moreover, both eGain and Exony are successful SolutionsPlus partners of Cisco (News - Alert). Working as one, we will deliver even more innovative solutions to the Cisco ecosystem.”

Earlier in April, eGain had announced that a large multi-play communications service provider in Asia has selected eGain to provide fast, accurate customer service and execute on its strategy to deliver converged services.

Already a recipient of multiple industry accolades for superior service, the provider wanted to deliver world-class customer experiences that were unique, scalable, and unified across touchpoints.

The company selected eGain to power these experiences for eGain’s track record with the world’s largest telecoms and best-in-class capabilities. A pioneer in “hubbing” telecom services, the company found eGain’s hub approach to customer engagement to be compelling and consistent with its business model.




Edited by Alisen Downey

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