Lyceum Capital-backed Sabio has acquired SaaS analysis specialist Rapport, extending its reach deeper into customer experience management.
Rapport's SaaS software and analysis services provide insights into potential performance and process bottlenecks that might lead to poor customer experiences and lower conversion rates.
A dashboard delivers daily, weekly or monthly insights into KPIs, Customer Effort and First Call Resolution performance, while proactive Success Management analysis also helps organisations to optimise potential inbound call traffic issues.
"Adding Rapport to our portfolio will help Sabio to unlock more value for our customers while contributing directly to improvements in operational performance as well as lower Customer Effort scores," said Sabio's CEO Andy Roberts (pictured).
"This is also an important first step in Sabio's acquisition strategy as we look to strengthen our customer engagement proposition with adjacent technologies and solutions."
Sabio's Vice President for Go-To-Market, Michael Andrews, added: "We have the ability to help our clients understand and quantify their customer experience by highlighting and ultimately eliminating repeat calls, failure demand, incorrect messages and out-of-hours contacts that can do so much to damage brand experience.
"Having access to this level of granular data will prove valuable in terms of eliminating customer journey bottlenecks, while also giving our customers new insights into the performance of ongoing campaigns.
"Being able to monitor and report on all of the calls coming into a business will also prove invaluable for highly regulated organisations such as utilities that increasingly require an objective external view of their service performance."
The acquisition follows Lyceum Capital's recent investment in Sabio and is part of an ongoing acquisition plan to drive double digit growth.
most popular industry news
'Examples of success in the industry are typically male. As an industry we need to address this imbalance, to share and embrace a different success model that women can bring. The question is - how do we break the mould?'
Elsa Chen, CEO, Entanet