SupportLogic, a San Jose, CA-based provider of a Support Experience (SX) management platform, acquired Emtropy Labs, a San Jose, CA-based provider of technology that automates quality assurance (QA) for enterprise support centers.
The amount of the deal was not disclosed.
With the acquisition, SupportLogic will increase the depth of automatic QA by providing 100% case coverage, omnichannel insights and analysis leveraging Emtropy’s bespoke AI models. The Emtropy team will join SupportLogic and its technology will be integrated within the core SupportLogic SX platform.
Led by Harish Batlapenumarthy, Founder and CEO Emtropy Labs helps companies to improve agent performance and reduce customer churn by analyzing 100% of customer interactions while enabling coaching loops in near real-time.
Led by Krishna Raj Raja, Founder and CEO, SupportLogic delivers a support experience (SX) management platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. The company uses AI to extract and analyze customer sentiment signals from both structured and unstructured data and provides recommendations and collaborative workflows. SupportLogic is helping global enterprises like Databricks, Qlik, Nutanix, Rubrik, and Snowflake to prevent customer escalations, reduce churn and elevate the customer support experience.
