The News: Gupshup acquires AI-power voice leader Knowlarity Communications. The acquisition, which was announced earlier this week, will complement Gupshup’s product suite of conversation messaging applications. Knowlarity offers cloud telephony, contact center automation, and AI-powered voice assistants. The combination of the two product suites will likely make an impact on the conversation engagement market. Read the full press release here.
Gupshup Acquires AI-powered Voice Leader Knowlarity
Analyst Take: We’ve all had interactions with customer service robots, both via voice and chat, that have, well, not worked well. I’m betting you’ve been there — haven’t we all? Stuck navigating a web of often confusing menus, bombarded by chat messages that don’t relate to the products that you’re are searching for, or struggling to communicate a problem or issue with a customer service chatbot that doesn’t understand a request. For an organization, these types of interactions can be dangerous. They can quickly exacerbate a situation with an already frustrated customer, damage the brand reputation and customer trust in the brand, and perhaps even send the frustrated customer directly to a competitor.
As I looked deeper following the news of this acquisition, it’s clear that Gupshup and Knowlarity have been tackling this problem from different angles. Knowlarity’s line of AI-enabled voice and video solutions have been utilized across a variety of industries and are designed to help organizations streamline communications with customers no matter where they are in their journey. Gupshup provides organizations with a simple to use conversational messaging platform that enables better customer engagement from marketing to support.
As customer experience expectations continue to shift, and contact centers remain ground zero in terms of serving up great customer experiences, businesses of all sizes and in all industries are focusing more on providing better conversational interactions across voice and messaging channels. Gupshup’s acquisition of Knowlarity is a smart move. It will make it easier for enterprise organizations to provide this type of communication across multiple channels. Combining the two product suites will likely lead to better experiences for existing customers and will make Gupshup and attractive solution for future customers, too. I’ll look forward to keeping an eye on what’s ahead.
Disclosure: Futurum Research is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
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Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”