Gupshup, a conversational engagement platform, announced the acquisition of Knowlarity, a cloud communications player providing cloud telephony, contact center automation, AI-powered voice assistants, and speech analytics.
The move by the messaging-focused company extends its offerings to include voice and contact center services, which it claims will enable a more omnichannel customer experience. “As business-to-consumer engagement becomes conversational, Gupshup is busy enabling more ways for businesses to deliver rich experiences. With the addition of Knowlarity’s products, businesses will now be able to build seamless conversational experiences across both messaging and voice channels,” said Beerud Sheth, co-founder and CEO of Gupshup in its press release.
While we don’t generally cover communication companies directly, this is another sign of the importance of enabling and supporting end-to-end engagement throughout the customer journey.