Customer engagement expert Khoros is working to change the game for enterprises looking to build better relationships with their customers. On Monday, the company announced that it secured a new equity investment of an undisclosed amount from Vista Equity Partners. It also acquired customer experience specialist Topbox.
Khoros develops enterprise software and offers services for digital customer service, messaging, chat, online brand communities and social media management. Currently, over 2,000 brands use the company’s platform including Samsung, GM and Visa.
Topbox is a CX analytics software company that’ll bring its customer experience analytics solution to Khoros’ digital customer engagement platform. It compiles customer data from various areas like call recordings, surveys and emails and uses AI paired with proprietary language processing tech for brands to gather comprehensive CX analysis.
“There are thousands of organic conversations happening every day that contain business-changing insights, and we’re thrilled to join forces with Khoros to deliver actionable insights and even more value to customers,” Chris Tranquill, Topbox’s CEO, said in a statement.
This added solution of Topbox’s platform will enable companies to immediately engage with customers in whichever channel they choose with a more robust stock of insight and intelligence. Brands can hold contextualized conversations with their customers from a centralized view based on an organization’s products, business processes and trending topics, according to Khoros’ website.
“With the insights Topbox delivers, and the continued support from Vista and our other investors, Khoros’ platform is strongly positioned to empower more brands to communicate with their customers more effectively. Our vision is to help companies create customers for life, and that starts with great customer engagement,” Khoros CEO Jack Blaha said in a statement.
The new capital will fund the acquisition of Topbox as well as fuel Khoros’ company growth and product innovation. It plans to increase its headcount on its engineering, support and go-to-market teams by 20 percent over the course of this year.
