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News : Salesforce Signs Definitive Agreement to Acquire Airkit.ai

#contactcenterworld, @salesforce

San Francisco, CA, USA, Sept, 2023 - Salesforce has signed a definitive agreement to acquire Airkit.ai, a creator of AI powered customer service applications and experiences. Airkit.ai enables Fortune 500 and businesses to build flexible, omni-channel customer engagement applications, and AI-based customer service agents.

Upon close of the acquisition, Airkit.ai will become a part of Service Cloud and continue to be led by Adam Evans, Co-Founder and CTO of Airkit.ai. Prior to Airkit.ai, Adam was the Co-Founder and CTO of RelateIQ, acquired by Salesforce in 2014, and became a key part of Sales Cloud Einstein.

"The future of customer engagement will be powered by a new set of AI-driven customer experiences," said Bill Patterson, EVP & General Manager of C360 Applications at Salesforce. "Adam and team have a strong understanding of the Customer 360 Platform and are some of the best technologists we have worked with in helping Salesforce customers connect with their own customers in a whole new way. We are excited to bring the Airkit.ai team back to Salesforce where they have a strong track record of innovation and a focus on customer success."

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"The future of customer engagement will be powered by a new set of AI-driven customer experiences. -- Bill Patterson, EVP & General Manager of C360 Applications at Salesforce

The addition of Airkit.ai to Salesforce will also help Service, Sales, Marketing and Commerce teams move faster into the future of customer engagement in the era of AI.

"In the world of Generative AI, it’s clear we need new types of experiences that provide opportunities to transform the engagement experience," said Adam Evans, Airkit.ai Co-founder and CTO. "At Airkit.ai, we’ve been doing this since our inception, and view Salesforce, the customer company, as a perfect fit for Airkit.ai, the experience company."

"In the world of Generative AI, it’s clear we need new types of experiences that provide opportunities to transform the engagement experience. - Adam Evans, Airkit.ai Co-founder and CTO

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.salesforce.com

About Salesforce:
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.

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More Editorial From Salesforce

Published: Monday, September 25, 2023

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2023 Buyers Guide
Get Listed
Help Desk Software

1.)

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.)

Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.)

LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.)

Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.)

OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.)

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.