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Acquisition
Innovation
2025
innovation
AI-Assisted Knowledge Management System (KMS) + Virtual Agents (VA)
Delivered: AI support for human agents. Knowledge assistance prompts agents with consistent, validated information from your own verified database. Virtual agents automate business processes and use natural language to handle straightforward queries.
acquisition
Aculab
Capabilities Acquired: Advanced communications capabilities, including a CPaaS platform, AI-powered answering machine detection, biometric authentication (voice and facial), and telecom-grade media processing and signaling gateways.
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acquisition
Mediasite
Capabilities Acquired: Enterprise video management, tailored for education, healthcare, and government.
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2024
innovation
AMD + Voice Biometrics
Delivered: Joined with Outbound Dialing solutions, AI Answer Machine Detection (AMD) increases efficiency during outbound campaigns. Biometric authentication enhances customer security by enabling secure verification.
acquisition
Lifesize
Capabilities Acquired: Enterprise-grade video collaboration, cloud contact center and workforce management (formerly Serenova, now CxEngage)
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acquisition
Qumu
Capabilities Acquired: A robust enterprise video platform technology.
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2023
innovation
Enghouse Transcription Service
Delivered: Enghouse’s built-in Transcription Services converts audio recordings into fully searchable text, enabling Quality Management Suite customers to efficiently meet investigatory, compliance, and analytics needs without costly third-party providers.
acquisition
Voiceport
Capabilities Acquired: Vertical-specific self-service SaaS application along with analogue and digital self-service application skills
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acquisition
Competella
Capability Acquired: Cloud-based attendant and lightweight call center capability for Microsoft Teams
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2022
innovation
Enghouse Video Virtual Sitter
Delivered: Video-based ‘virtual sitter’ solution for the healthcare market to facilitate remote patient care, assists nursing teams in maintaining and improving patient safety.
acquisition
Momindum
Capability Acquired: Experiential Video and Experience Management platform
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acquisition
Nebu
Capability Acquired: Multi-channel Market Research and Data Analytics
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2021
innovation
AI Interaction Evaluation
Delivered: Quality Management Suite customers can automatically evaluate up to 100% of contact center interactions, across all channels, for consistent and unbiased quality assurance (originally ‘SmartQuality’).
acquisition
Altitude
Capability Acquired: Advanced enterprise-grade contact center designed for complex outbound requirements blended with voice and digital inbound
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acquisition
Dialogic
Capability Acquired: Enabling technologies for Media Processing
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2020
innovation
Video Collaboration
Delivered: full 4K HD resolution video conferencing, video chat and collaboration capabilities.
acquisition
Eptica
Capability Acquired: Distributed email management platform and advanced AI-based data analytics platform delivering actionable insights via NLP
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acquisition
Vidyo
Capability Acquired: Video Collaboration platforms and Integrations
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2019
innovation
Enghouse Artificial Intelligence / AI Insights
Delivered: Converts the “Voice of your Customer” (chat, email, voice, social etc. interactions) to extract actionable business intelligence.
2018
innovation
Omni-Channel Quality Management and Analytics
Delivered: Bringing recording, archival and analytics across all channel of interaction and communications.
acquisition
Survox
Capability Acquired: Market Research and Survey solutions
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2017
innovation
Unified Communications
Delivered: Unified communication feature set to move seamlessly between the contact center and the entire organization.
innovation
Survey Management Practice
Delivered: Data collection services leveraging outbound/inbound surveys through voice, web, and mobile.
acquisition
Presence
Capability Acquired: All-in-one, out-of-box inbound/outbound Avaya contact center alternative
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2016
innovation
Video and Web Collaboration
Delivered: new customer experience and interaction through web chat and video collaboration.
acquisition
Reitek
Capability Acquired: Enterprise grade contact center for front office
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2015
innovation
Chat Capability Supporting Voice and Video
Delivered: Enhanced customer care supported by enterprise chat
innovation
Visual IVR Self-Service with Outbound Notifications
Delivered: Customers can self-serve via an interactive menu on their device, with the option to transition to a live agent.
acquisition
Voxtron
Capability Acquired: Enterprise grade multi-channel contact center with business routing capability
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acquisition
Elsbeth from IT Sonix
Capability Acquired: Outbound communications suite aimed at the front office market
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2014
innovation
Real-Time Agent Coaching
Delivered: Real-time evaluation of voice interactions for agent coaching, engagement optimization, and regulatory compliance.
acquisition
Andtek
Capability Acquired: Attendant console, call center and phone applications for the Cisco UC platform
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acquisition
IAT
Capability Acquired: Rules-based Proactive Outbound Communications
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2013
innovation
Knowledge Management Practice
Delivered: Leveraging knowledge management technology and methodology to empower customers to self-serve and provide immediate access to knowledge for agents.
innovation
Proactive Outbound Communications and Engagement
Delivered: Proactive notifications and mobility for customer through outbound communications.
innovation
Applications Running on Cisco Telephony Handsets
Delivered: Operational flexibility for Cisco customers via tight integration with Cisco UC Manager.
acquisition
Visionutveckling AB
Capability Acquired: Multi-media Attendant and Contact Center solutions
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acquisition
Zeacom Limited
Capability Acquired: Hybrid attendant console and multi-channel contact center platform for Microsoft UC
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2012
acquisition
Datapulse
Capability Acquired: Advanced Console technologies for Avaya telephony platforms
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acquisition
CosmoCom
Capability Acquired: Award winning, cloud-based Contact Center
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2011
innovation
True Multi-tenant Contact Center as a Service
Delivered: Scalable, carrier grade platform, with omnichannel CCaaS, accessible by agents anywhere. Requires Zero IT footprint and offers Opex pricing model.
acquisition
Arc Solutions
Capability Acquired: Advanced Console technologies for Cisco UC solutions
acquisition
Telrex
Capability Acquired: Advanced Call Recording and agent Quality Assessment and Management
2010
innovation
Advances Attendant Console
Delivered: Empowerment of front office operator or receptionist staff with personalized call management.
innovation
Call Recording & Quality Management
Delivered: Workforce Optimization for staffing and improving agent effectiveness and training.
acquisition
Trio
Capabilities Acquired: Hybrid attendant console and call center capability with focus on Northern Europe
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2009
innovation
Hybrid Attendant Console and Call Center
Delivered: Advanced customer care with operational efficiency and flexibility.
acquisition
Envox
Capability Acquired: IP-based Self Service solutions and CTI integrations
2008
innovation
Rich CRM Integration Framework
Delivered: Improved first call resolution and agent productivity optimization.
acquisition
Apropos Technology
Capability Acquired: Flexible Intelligent Routing and Performance Measurement
2005
innovation
Omni-Channel and Distributed Contact Centers
Delivered: One of the first mission critical and fully featured contact center solutions with omni-channel capabilities.
acquisition
Syntellect
Capability Acquired: Speech-enabled Self-Service software solutions, and MediaVoice audio branding practice
2002
innovation
Self-Service and Speech-Enabled Applications
Delivered: Improving the ROI of self-service through robust IVR applications.
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