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Interactive Intelligence Acquires Mumbai-based Customer360

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Team Customer360

MUMBAI, India, Dec. 10, 2015 – 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 team’s 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 company’s 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 Housing.com, 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 master’s 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, India’s 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.



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