Consumers today expect to engage with brands using the digital channels of their choice, including; mobile and in-app messaging, social media, live chat, email and community forums. Given this trend, enterprises are rapidly adopting support for various digital channels to enhance customer experience.
Accelerating enterprise transformation
These changing customer demands have lead to an increasing number of mergers and acquisitions in the technology sector.
The latest of these?
RingCentral, a provider of global enterprise cloud communications and collaboration solutions, has ‘entered into a definitive agreement to acquire Dimelo, a cloud-based digital customer engagement platform’.
>Read more on The importance of AI in mergers and acquisitions
“In today’s digital world, engaging with customers over digital channels is crucial to business success,” said Vlad Shmunis, chairman, founder, and CEO, RingCentral. “With Dimelo, consumer-facing enterprises can transform how they engage with their customers. Simply put, Dimelo enables companies to vastly improve their customer interactions by delivering world-class integrated experiences across a multitude of digital channels. We’re excited to welcome the Dimelo team to RingCentral!”
Enterprise transformation to digital communications is accelerating at a rapid pace and is core to customer satisfaction. Dimelo’s AI-based smart routing engine enables agents to efficiently manage customer interactions across digital channels via a single interface.
“With one of the most extensive footprints of digital channels supported in the industry, Dimelo is dedicated to staying at the forefront of customer engagement transformation. Based on the strength of our platform and proven success with major brands, Apple recently chose Dimelo to be one of the early customer service platforms for Apple Business Chat,” said Stéphane Lee, co-founder and CEO, Dimelo.