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News : Layer Acquires Messaging Startup Cola to Help Businesses Improve Customer Engagement

#contactcenterworld

San Francisco, CA, USA, Feb 24, 2017 -- Layer Inc. announced the acquisition of Cola, a messaging startup known for the Cola Messenger app and the Cola Bubble platform, which transforms simple communications into actionable and collaborative messages. Layer also announced a Series B round of venture capital funding led by Greycroft Partners with participation by Microsoft Ventures, Salesforce Ventures, and other previous investors.

"With this new acquisition, Layer is extending its messaging platform to give brands access to Cola technology—interactive, stateful messages that live inside a conversation," said Ron Palmeri, CEO of Layer. "We've seen messaging evolve from simple chat into a rich stream of events. Now, developers using Layer will have a framework to make these events interactive and collaborative. A few taps inside an interactive message can replace multiple back-and-forth texts, making the customer conversation more efficient and delivering better business results via retention, engagement, funnel velocity and conversion rates."

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"There’s a ton of synergy between the missions of Layer and Cola. This is a perfect place for us to join forces with a company that very much shares and understands our vision," said Cola CEO, David Temkin. "Cola technology will be available to Layer’s entire developer ecosystem, incorporating our platform into the hundreds of apps that Layer developers are building—and that’s something of which we’re very proud."

"The consumerization of technology has brought enterprise solutions to the cloud and made them accessible on any device. We see that communication between companies and customers is the next wave of this movement," said Mike McEvoy, COO and Co-Founder of Cola. "By embedding collaborative applications within messaging, we unite the efficiency of enterprise apps with consumers’ preferred means of communication to create an instant-connection channel with both context and meaning."

The acquisition brings Cola’s deep bench of engineering talent to Layer. Jeremy Wyld, CTO of Cola, will join Layer as Chief Architect along with other engineers from the Cola team. Wyld was a key member of Apple’s original iPhone engineering team and led development of the first iPhone’s networking and telephony software, which eventually became iOS.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.businesswire.com


Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Wednesday, March 1, 2017

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2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

4.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 

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