A customer support innovator firm based in Denmark, Dixa has announced the double acquisition of analytics firm Miuros and automation leader Solvemate for an estimated amount of $43 million. Dixa’s long-term goal of establishing a new standard in customer experience and data-driven conversational customer care by providing organizations with the tools they need to automate, evaluate, and analyze data on a massive scale is accomplished through the deal.
Consumer-facing and digital-first businesses use Dixa to serve customers across multiple channels, touchpoints, and experiences from a single screen. Dixa enables brands to deliver value-driven customer experiences at scale through cross-channel prioritization features, powerful routing capabilities, and flexible integrations.
“To create value-driven experiences, brands need a complete platform that leverages data, AI and machine learning to deliver the right knowledge to customers, support agents and internal teams at the right time. In being able to draw on our data-rich foundation and existing knowledge base, Elevio, the addition of Miuros and Solvemate will allow service leaders to leverage data on a new scale for automation, measurement and insights from a single platform, setting an entirely new standard in data-driven customer service,” commented, Mads Fosselius, CEO and co-founder of Dixa.
Solvemate employs artificial intelligence (AI) to provide immediate, personalized, and trustworthy responses via any customer-facing channel, or to route requests to the appropriate agent. Users can now manage the client journey from beginning to finish in a more intelligent, automated, and conversational manner. Miuros enables to obtain insights from customer data using analytics backed by artificial intelligence (AI), automation, and quality assurance. The comprehensive data provided by the Dixa platform will help the users make more accurate and better decisions.
“Powered by smart conversational AI, Solvemate allows brands to create highly personalized chatbot conversations at scale, guiding customers to find answers when they need them. Reducing the number of common, repetitive requests handled by agents means that service teams can focus their expertise where it matters most: solving the more complex cases which require a human touch. By giving consumers faster solutions and taking away noise for agents, we share Dixa’s ambition to service a multiexperience world for delivering unparalleled customer service,” stated Erik Pfannmöller, CEO & Co-founder from Solvemate.
“Dixa is the only platform that can turn a traditional customer service organization into a value creation team by elevating both the agent and customer experience, and we’re delighted to be joining during such an exciting period. Miuros was designed to bring customer service data to life, creating actionable insights to streamline operations, as well as empowering the whole company to create an outstanding customer experience. By adding Miuros’ analytics capabilities, service leaders will now be able to optimize their operations through AI and obtain actionable insights, without needing to stitch together multiple siloed solutions,” commented Benoit Gagnon, CEO & Co-founder from Miuros.
