“Brands want to accelerate their use of voice and conversational AI with deep connective tissue into their systems,” said LivePerson founder and CEO, Rob LoCascio. LivePerson’s flagship products focus on conversational AI and synchronous messaging. Tenfold has voice, messaging and CRM integration functionality. VoiceBase offers speech recognition and analytics capabilities and integrates with several communications and call centre platforms from the likes of Genesys, Twilio, NICE, CXone and Avaya. LivePerson said the two purchases are about creating a unified, artificial intelligence (AI)-enabled system for customer experience management across messaging, voice, telephony and contact centre systems. Our second acquisition news this week comes from conversational AI player, LivePerson, which picked up VoiceBase, a real-time speech recognition and conversational analytics vendor, as well as Tenfold, a customer engagement platform for integrating communication systems with CRM and support services. LivePerson acquires VoiceBase and Tenfold It boasts of 345,000 customers and 20 million users worldwide. Momentive, which rebranded from SurveyMonkey in June this year, has several products in its portfolio including GetFeedback and SurveyMonkey. “We’re very excited to have them join the Zendesk mission along with Momentive’s market research and insights products and together create a powerful new customer intelligence company.” The company truly democratised an industry - almost everyone in the world has responded to one of these surveys at some point,” said Zendesk CEO and founder, Mikkel Svane.
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“The SurveyMonkey brand is iconic and we’ve admired the business from afar since the inception of Zendesk.
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Together, the companies said users would be able to collect information about customer needs, experiences and expectations, combine transactional data with market research and insights and use this in customer interactions management. Zendesk’s product focus has been on responding and managing customer service and support, while Momentive offers customer surveying and feedback solutions.
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Momentive CEO, Zander Lurie, will continue to lead Momentive’s management team once the deal has closed. In a statement, the companies’ noted their respective customer bases and complementary capabilities as an opportunity for joint product adoption and increasing Momentive’s enterprise traction.