LiveNinja Newest net2phone PicuPJanuary 06, 2017
The foundation of business is communications. And communications developers are empowering a new generation of innovative communication applications from the conference room and the c-suite down to the contact center. Cue the omnichannel world in which we live. And this week, global communications and payment services company net2phone upped its offerings with the acquisition of Live Ninja – a customer facing messaging and live chat management service.
PicuP, NetPhone’s cloud-based communications service, gives a feature-rich automated platform that provides SMBs with a solution that manages calls – answering and routing – in addition to voice to email, auto attendants and personalized customer greetings. The LiveNinja purchase paves the way for Picup to extend capability to seamless communications across live chat, SMS and Facebook Messenger.
“Customers today reach out to businesses through a multitude of channels, and businessesneed the tools to manage these interactions seamlessly,” said Will Weinraub, CEO of LiveNinja. “Imagine a scenario where a customer contacts a business through its website, transfers from chat to SMS, and then continues the conversation by calling the business's dedicated phone number. Through this new partnership, we will provide businesses with unified access to the context, history, and data generated across all of these channels to gain customer insight. We are excited to be joining with net2phone to achieve this vision.”
The customer is king, and as a customer service tool PicuP can now be placed in a more prominent position. Until the merger of the two firms is completed, LiveNinja will continue offering its product as a standalone, and upon conclusion customers will be moved to the PicuP platform.
“LiveNinja's powerful messaging and chat solution will be integrated with PicuP to further distinguish and advance our cloud-based communication service for small to midsized businesses,” said Jonah Fink, President of net2phone. “The acquisition of LiveNinja reflects our commitment to grow PicuP into a market leading multi-channel communications platform for small to mid-sized enterprises - facilitating seamless communications between SMB's, their customers and their suppliers through voice, video, chat, texting, messaging and more.”
Customer communications is nothing to take lightly. As companies learn ad nauseam the price of poor customer service, with evidence of this littering social media feeds around the world, it is more important today than ever. Time to look into a new communications application?
How do you communicate with customers?
Edited by Alicia Young
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