MARKET MOVEMENT
US based AppDirect , announces US $ 100 million funding from CDPQ
AppDirect , the B2B subscription commerce platform in North America , announced it has secured US $ 100 million in funding from global investment group CDPQ . This new investment will support innovative financing options for technology advisors through the AppDirect Capital Invest programme , allowing them to access flexible capital to transform and scale their business .
Building upon the initial US $ 80 million financing from CDPQ in 2021 , this new investment increases the total programme funding to US $ 180 million .
The AppDirect Capital Invest programme supports endeavours by combining upfront , non-restrictive capital with the power of the AppDirect Marketplace , allowing technology advisors to use the capital to scale , innovate , retain top talent , or make outside investments while maintaining 100 % ownership of their business .
This new funding from CDPQ enables AppDirect to work with technology advisors on flexible capital solutions to meet their unique business needs .
“ AppDirect is dedicated to fuelling innovation and growth for our advisor community ,” said Nicolas Desmarais , Chairman and CEO at AppDirect . “ CDPQ and AppDirect have an established track record of working together , and this new investment further solidifies both companies ’ commitment to the growth and transformation of AppDirect channel partners and technology advisors .”
“ AppDirect is committed to providing technology advisors with an unfair advantage . Our Invest programme is purpose-built to empower our technology advisors ,” said Emanuel Bertolin , Chief Revenue Officer at AppDirect .
“ Since our initial financing in 2021 , AppDirect has demonstrated their ability to accelerate the connectivity and competitiveness of ’ s businesses ,” said Marc Cormier , Executive Vice-President and Head of Fixed Income at CDPQ .
With AppDirect Capital , technology advisors can take advantage of innovative capital options to expand their business or invest in the future , which makes increasing access to this program all the more essential .
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Calabrio announces acquisition of Wysdom , experts in virtual agent performance
Calabrio announced acquisition of Wysdom , experts in Artificial Intelligence and virtual agent performance solutions . This acquisition will accelerate Calabrio ’ s strategy to help customers leverage AI and ML , to maximise agent engagement , productivity , and ROI . Wysdom , based out of Toronto , Canada , was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents . “ We are excited to bring Wysdom and Calabrio to help our customers use AI to drive optimal allocation of resources across both human and virtual agents ,” said Kevin Jones , CEO of Calabrio . “ By unlocking core insights across all interactions at scale , Wysdom ’ s powerful AI , ML-fuelled analytics will ensure that our customers are able to leverage all of the valuable data in their omnichannel contact centre .”
Wysdom ’ s proprietary technology facilitates the fine-tuning of virtual agents , chat and voice bot interactions in real time . This technology is an instant value-add to Calabrio ’ s existing suite of analytics tools .
Both platforms are built for an increasingly omnichannel world and will allow Calabrio to present customer interactions , along with a comprehensive range of conversational metrics , through a single pane of glass . This single pane approach will allow customers to easily monitor and improve the performance and resource allocation of all customer service agents , whether human or virtual .
Calabrio customers will now be able to sort all interactions – regardless of channel type into thematic categories . In addition , customers will now be able to automatically determine areas for potential improvement , including coaching and training .
This enhanced analytical firepower will take Calabrio ’ s already robust quality management and employee engagement tools to the next level . The result is the ultimate workforce performance solution for the modern , omnichannel customer contact centre . •
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