Interactive Intelligence, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has acquired Customer360, a developer of Software as a Service (SaaS) applications that help businesses enhance customer relations using non-voice communications channels.

Customer360 offers a Customer Engagement Platform that includes video chat and mobile apps for live chat and helpdesk.


The team at Customer360 has built an enterprise-grade platform that enables contact center agents to give the kind of personalized, real-time experience they demand, said Jeff Swartz, vice president, of development for Interactive Intelligence. This platform, combined with the teams deep understanding of video, chat and mobile technologies, will add tremendous value to our customer engagement and business communications cloud services.

Interactive Intelligence is a proven global leader in the customer engagement market, said Mitul Thakkar, chief executive officer at Customer360. We see great alignment with the companys vision for connecting and engaging people in fundamentally new ways.

In addition, this acquisition is a testimony to B2B startups in India. Our team has worked hard to reinforce the fact that global products can be developed here, Thakkar concluded.

Customer360 has more than 1,000 customers, including 4,000-plus agents using its platform. Customers include, Yatra and many other brand name companies.

Customer360 executive management includes co-founders CEO Mitul Thakkar and COO Mayuresh Shilotri. Thakkar is a former Yahoo executive and has a masters degree in computer science from State University of New York. Shilotri is a former Cognizant executive with a master of business administration from Indian Institute of Technology Madras.

Thakkar and Shilotri, along with the complete Customer360 team of approximately 30 employees are joining Interactive Intelligence. Employees will remain at the Customer360 headquarters office in Mumbai.

Interactive Intelligence plans to incorporate the Customer360 products into its PureCloud services.

Customer360 was angel-funded in September 2013 by Vishwas Patel, CEO of CCAvenue. Subsequently, Customer360 raised another round from CCAvenue and Milind Mody, CEO of eBrandz Solutions Pvt Ltd, a digital agency with offices in New York and Mumbai.

iSPIRT, Indias first software products think-tank, supported the deal as part of its M&A Connect Program. Sanat Rao, Partner (M&A) at iSPIRT, said The Customer360 team has developed high-quality technology and we are excited to see them continuing their journey as part of ININ. Customer360 was also advised by DM Shah & Associates.

The acquisition amount was undisclosed.


Customer360s Software as a Service (SaaS) was launched in September 2013 by Mitul Thakkar, Mayuresh Shilotri and Onkar Bhosle. Customer360 helps businesses enhance their customer relations using non-voice communication channels. The Customer360 Customer Engagement Platform introduces a whole new way of interacting with your customers by leveraging mobile centricity, rich media and big data. Customer360 employs a passionate team of engineers with deep domain focus. The company has successfully emerged as a pioneer by orchestrating a challenging technology stack that delivers proven, world-class products. Its growing customer base is currently at 4,000-plus agents and includes marquee customers such as, CCAvenue, and others.

Interactive Intelligence Group Inc. provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organizations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. Interactive has been among Software Magazines Top 500 Global Software and Services Suppliers for 15 consecutive years, has received Frost & Sullivans Company of the Year Award for five consecutive years, and is one of Mashables 2014 Seven Best Tech Companies to Work For. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide.


Source: Customer360 Blog