Message Broadcast, a leading provider of customer engagement software for the electric utility industry, has acquired the utilities business from West Technology Group’s CX360 division (“West Utilities”). Following the previously announced acquisitions of AGENT511 and i2sms, this transaction reflects Message Broadcast’s commitment to building, acquiring, and integrating the best customer engagement solutions, purpose-built for the utility industry. The terms of the transaction were not disclosed.
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“This acquisition aligns with our mission of empowering utilities with software that enhances customer engagement, especially during critical incidents that require rapid communication. We expect to make substantial investments in product, support, and sales resources to support the integration of West Utilities into Message Broadcast and drive customer value.”
Since 1989, utilities have relied on the call overflow and notification solutions developed by West Utilities to deliver high-speed, high-volume and targeted messages during critical incidents, such as power outages. With its software, utilities can customize inbound and outbound IVR workflow to automate call answering during periods with high call volumes. Through the cloud-based software platform, over 40 U.S. and Canadian utilities orchestrate, personalize, and automate essential communications at-scale across several critical use cases, including outage alerts, payment reminders, and energy efficiency campaigns.
“We are thrilled to welcome West Utilities and its talented team of employees,” said Maulik Datanwala, CEO of Message Broadcast. “This acquisition aligns with our mission of empowering utilities with software that enhances customer engagement, especially during critical incidents that require rapid communication. We expect to make substantial investments in product, support, and sales resources to support the integration of West Utilities into Message Broadcast and drive customer value.”
“Our customers will benefit from an expanded product portfolio, unified by a shared value proposition for driving modern client experiences and lowering operating costs,” continued Datanwala. “Our expanded platform will help our clients accelerate their digital transformation timelines by improving communication workflows, increasing customer satisfaction, and ensuring regulatory compliance and service reliability.”
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Source – Businesswire
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