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SharpenCX Acquires Omnichannel Messaging Solution Webtext

By Tracey E. Schelmetic May 17, 2023

Customers today come at you from all angles; whether via traditional channels like telephone, or more tangential ones like social media. Messaging can no longer remain a narrow channel of its own, as it can come from SMS, webchat and social media, to boot.

SharpenCX, an all-in-one unified contact center platform, last week announced it has completed the acquisition of Galway, Ireland-based Webtext, an omnichannel messaging solution. The goal of the acquisition is to expand Sharpen's mission to empower agent and customer experiences to on-premises contact centers, allowing rapid digital transformation supporting all types of messaging, including webchat and social channels. Sharpen provides customers an all-in-one solution with an agent-first approach, cloud-native platform and holistic AI environment. By adding Webtext's digital platform capabilities, Sharpen noted that it can offer further flexibility to configure the agent experience using its cloud solution or through existing on-premises contact center solutions.

"Our focus has always been on creating meaningful connections between agents and customers," said Adam Settle, Chief Product Officer of Sharpen, in a statement. "By combining Webtext's flexible, messaging-first capabilities with Sharpen's simple agent interface and analytics, we are providing a complete omnichannel experience – which is critical in today's automated, digital-first world."

The company noted that the acquisition will allow users to see the benefits of cloud-native solutions but with a less daunting shift. With the now-combined digital engagement platform, customers can create omnichannel strategies today while making a full cloud migration over time.

"This is great for our customers," stated A.J. Cahill, CEO and co-founder of Webtext. "Sharpen gives our customers access to a broader suite of customer engagement solutions that improves the agent experience and brings them closer to their customers."

The acquisition announcement follows investment funding in Sharpen from TELEO Capital in December 2022. With funding from TELEO Capital, Sharpen noted that it plans to strengthen its platform to better serve customers across all segments and industries.

Edited by Alex Passett
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