SupportLogic, a San Jose, CA-based provider of a Support Experience (SX) management platform, has acquired Emtropy Labs, a San Jose, CA-based provider of technology that automates quality assurance (QA) for enterprise support centers.
The value of the transaction was not disclosed.
With the acquisition, SupportLogic will deepen its automatic QA by providing 100% case coverage, omnichannel insights, and analysis using Emtropy’s bespoke AI models. The Emtropy team will become a part of SupportLogic, and its technology will be integrated into the core SupportLogic SX platform.
Emtropy Labs, founded and led by Harish Batlapenumarthy, helps companies improve agent performance and reduce customer churn by analyzing 100% of customer interactions and enabling coaching loops in near real-time.
SupportLogic, led by Founder and CEO Krishna Raj Raja, provides a support experience (SX) management platform that enables businesses to proactively understand and act on the voice of the customer in order to build healthy relationships and maximize customer lifetime value.
The company employs artificial intelligence to extract and analyze customer sentiment signals from both structured and unstructured data, and then provides recommendations and collaborative workflows. SupportLogic assists global enterprises such as Databricks, Qlik, Nutanix, Rubrik, and Snowflake in preventing customer escalation, reducing churn, and improving the customer support experience.