RingCentral, a provider of enterprise cloud communications and collaboration solutions, will acquire Dimelo, a cloud-based digital customer engagement platform provider. Financial terms of the deal were not disclosed.
Dimelo solutions help companies manage their digital customer interactions through a single platform. Dimelo is deployed by leading global organizations such as Allianz, AXA, BNP Paribas, ENGIE, Orange, and Telenor, spanning multiple industries, including telecom, financial services, insurance, and retail.
The Dimelo digital customer engagement platform provides the following capabilities:
- Intelligent Classification Engine (ICE) for optimizing message routing;
- Machine-learning for recognizing contact patterns, suggesting answers, and filtering out noise;
- Messaging support for Apple Business Chat, Facebook Messenger, and WeChat;
- In-app messaging for iOS and Android mobile apps;
- Support for social media (Facebook, Google+, Instagram, Twitter, YouTube, etc.);
- Live chat and email response management;
- Support for community forums (inSided, Lithium, phpBB, vBulletin, WordPress);
- Support for consumer review platforms (Bazaarvoice, Google My Business, Google Play)
- Central management of all digital channels;
- Support for 72 languages across all channels;
- The ability to unify multiple consumer identities across all channels;
- Intelligent routing;
- Traceability of interactions
- Ability to integrate third-party chatbots with automatic escalation to agents; and
- Integrations with CRM, helpdesk, business intelligence, and business process management solutions.
"In today's digital world, engaging with customers over digital channels is crucial to business success," said Vlad Shmunis, chairman, founder, and CEO of RingCentral, in a statement. "With Dimelo, consumer-facing enterprises can transform how they engage with their customers. Simply put, Dimelo enables companies to vastly improve their customer interactions by delivering world-class integrated experiences across a multitude of digital channels. We're excited to welcome the Dimelo team to RingCentral."
"With one of the most extensive footprints of digital channels supported in the industry, Dimelo is dedicated to staying at the forefront of customer engagement transformation. Based on the strength of our platform and proven success with major brands, Apple recently chose Dimelo to be one of the early customer service platforms forApple Business Chat," said Stéphane Lee, co-founder and CEO of Dimelo, in a statement. "We are proud to join forces with RingCentral, the #1 cloud communications provider. Together, we will deliver uniquely differentiated solutions worldwide."