Apiary-backed Conn3ct acquires ICR
Apiary-backed Conn3ct, a leading global unified communications and network services provider, is delighted to announce that it has acquired ICR Speech Solutions & Services Limited. ICR a specialised speech application development company in interactive voice response (IVR) and next generation speech bot technology.
The acquisition of ICR is a key development in Conn3ct’s business strategy, adding valuable skills and intellectual property in automated conversation applications fundamental to delivering call-centre customer experience.
IVR is a vital technology in contact centres and provides the initial response to a customer caller before they reach an agent. Dramatic advances in technology and the introduction of artificial intelligence and machine learning have driven IVR from basic ‘call steering’ towards a more context-aware, personalised customer experience. The partnership with ICR will allow Conn3ct to offer a fully automated caller experience where complex queries are quickly identified and routed to a live agent.
“ICR represents a compelling strategic acquisition for Conn3ct," said Nicki Boyd, Partner at Apiary Capital. "It is fully in line with the company's ongoing buy-and-build strategy which we are delighted to be supporting.”