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.