Addition of high-volume call answering capabilities bolsters Message Broadcast's customer engagement software portfolio for the utility sector
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.
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."
Womble Bond Dickinson LLP served as legal advisor to Message Broadcast. Brownstein Hyatt Farber Schreck, LLP served as legal advisor to West Technology Group.
About Message Broadcast
Message Broadcast is a leading provider of customer engagement software for electric utilities and other highly regulated industry sectors. With decades of domain expertise, Message Broadcast helps shape customers' experiences through its omnichannel communication platform. Our software solutions drive increased customer satisfaction, operational efficiency, self-service, and conversion across several communication channels and critical use cases, including power outages, payments, and energy efficiency. Message Broadcast is a portfolio company of OceanSound Partners and EIP. For more information, please visit www.messagebroadcast.com.
About West
West Technology Group, LLC is an innovative, cloud-based, global technology partner to clients around the world. Our solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging, and actionable – turning Information to Insight. West has sales and/or operations in the United States, Canada, Europe, Asia Pacific, and Latin America. West is controlled by affiliates of certain funds managed by Apollo Global Management, Inc. (NYSE:APO). For more information, please visit www.west.com.
Forward-Looking Statements
This press release contains forward-looking statements, within the meaning of the Private Securities Litigation Reform Act of 1995. Forward-looking statements can be generally identified by the use of words such as "may," "should," "expects," "plans," "anticipates," "believes," "estimates," "predicts," "intends," "will," "continue," or similar terminology. These statements reflect only West's and Message Broadcast's current expectations and are not guarantees of future performance or results. These statements are subject to various risks and uncertainties that could cause actual results to differ materially from those contained in the forward-looking statements. These forward-looking statements speak only as of the date on which the statements were made. West and Message Broadcast undertake no obligation to update or revise publicly any forward-looking statements, whether as a result of new information, future events or otherwise, except to the extent required by applicable law.
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