The established UCaaS provider CallTower is starting 2025 with an acquisition of Inoria to increase its stated aims of expanding market presence and strengthening communications technology capabilities.
“The acquisition of Inoria presents an exciting strategic opportunity for our customers and partners, enhancing our growth in delivering global best-of-breed enterprise communication solutions,” said CallTower’s CEO Bret England.
The US-based CallTower provides a plethora of cloud-based communications—contact centre and collaboration solutions— and its successful acquisition of Inoria provides it with the CCaaS footprint and managed services the Canadian company currently offer.
Where CallTower can Benefit
This acquisition marks a strategic milestone in CallTower’s mission to deliver best-of-breed CCaaS solutions, expand its Customer Experience (CX) and Conversational Artificial Intelligence (CAI) capabilities to the global market.
Billed as a "full-service, boutique partner", Inoria offers a range of tailored consultative services, including workforce management, digital transformation; customer experience and contact centre audits. It also targets a number of large sectors such as healthcare and energy.
CallTower claims to be the "world's most advanced" unified communications, contact centre, and collaboration solution.
Thus in joining forces, CallTower and Inoria represent a dynamic convergence of some of the leading UCaaS and CCaaS providers.
Co-Founder & EVP of Inoria Joe Bigio said of the announcement:
"This unique partnership allows us to accelerate innovation, expand our services, reach new markets, and scale rapidly while delivering even greater value to our partners and enterprise customers across North America and speedily into Europe."
CallTower’s acquisition of Inoria strengthens its CX solutions offerings, including professional and managed services.
This is evidenced by the company hailing a defining aspect of the acquisition being in the expertise and innovative solutions brought by Inoria with Genesys Cloud software company.
Genesys Cloud specialise in CX and call centre technology for mid-sized and large businesses, providing cloud-based and hybrid software solutions designed to enhance enterprise communications, collaboration, and customer interaction management.
in 2023, the Genesys Cloud CX platform surpassed one million users.