Enterprise Communications Leader – Welltel – Acquires Wren Data And Eleven To Cement Position As A Market Leading Customer Experience Organisation Throughout Europe
The move creates a strategic partnership with industry-leading CX giant Genesys and prompts a rebrand to – DigitalWell – reflecting the expanded capability of the group
Enterprise communications company, Welltel, has announced two major acquisitions that will accelerate the business’ growth ambitions and cement its position as market leaders throughout Europe. With this milestone, the business also announces its rebrand to DigitalWell – that better reflects its breadth of services and in-depth industry expertise in enterprise communications technologies and consultancy.
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DigitalWell, formerly Welltel, is committed to driving a best-in-class customer experience for the 3000+ businesses it serves globally, and these combined multimillion Euro deals align with DigitalWell’s future growth strategy. Having grown from €8 million [c.£6.8 million] in 2018 to €45 million [c.£38.3 million] in 2021 – marking a 462% increase – DigitalWell anticipates annual growth of 30% in enterprise communication technologies over the next three years and expects to expand to a headcount of over 500 people by 2027.
Specialised customer service consultancy, eleven, works with global organisations with contact centres across all customer touchpoints to create exceptional customer experiences, developing intuitive ways to engage and deliver across all communication channels.
Multimedia contact centre and customer service solutions company, Wren Data has likewise been on a revolutionary journey that now brings the employee engagement and customer service specialist into the DigitalWell fold.
Both Wren Data and eleven have a long history with multi-billion Euro cloud-based software company Genesys – specialist in technologies that enhance, predict, and measure the success of customer experiences. This, in combination with its relationship with key customer experience technologies like Avaya, Verint, Centrical & Microsoft, will be instrumental in positioning DigitalWell as a force de majeure in the enterprise communications industry, which in itself is ripe for disruption.
Bringing eleven and Wren Data under the DigitalWell umbrella also creates a significant partnership with Genesys, reinforcing their position as customer experience specialists in technologies that drive successful contact centre experiences and business outcomes.
As part of DigitalWell’s hyper-growth journey, the acquisitions signal the coming together of a group of specialist communication companies. It will grow the team to more than 230 people and increase operations into over 63 countries, thereby enabling the business to further anticipate and exceed the fast-changing needs of their customers, which include heavyweight companies in a variety of sectors such as Permanent TSB, AXA, Air BnB and Fexco.
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Ross Murray, CEO, DigitalWell comments: “The acquisition of eleven and Wren Data supports our ambition to solidify our strategic direction in terms of product portfolio and international expansion. Both businesses are a highly valuable and strategic fit for DigitalWell, and come at a pivotal time in our rebrand journey, as we aim to become one of the largest cloud-focused voice and contact centre specialists in Ireland and beyond. They are timely from an industry standpoint too as the communications industry is in urgent need of disruption: quick-fix solutions over the past two years to fulfil the needs of remote and hybrid workforces are now failing contact centres as call volumes rise and the demand for flexibility creates pain points for businesses, their employees and end customers. This is aside from the recruitment crisis that has the contact centre world in a strangle-hold. eleven and Wren are best in breed and coming together under the united brand of DigitalWell positions us as a strategic partner for Genesys, meaning our customers will benefit from exceptional experiences and sustainable, systematic solutions to challenges just like this.”
The acquisitions and rebrand are effective immediately. DigitalWell customers will benefit from:
· additional technical, experience and business logic talent from acquired companies that can rectify legacy problems and drive business forward
· innovative approaches that will keep experiences current and in tune with customer needs
· A strategic partnership with Genesys that will enable the enhancement, anticipation, and measurement of customer experience
· better understanding and anticipation of consumer insights and behaviours
· automation technologies to improve employee experience and drive staff retention
Albert Keating, Managing Director, eleven says: “We founded eleven to plug a gap in the market that lacked real end-user care, where communication challenges were being solved purely from an IT perspective. Care and empathy for the end user remains at the core of our mission as we move under the DigitalWell umbrella. This means that DigitalWell’s customers will benefit from an enhanced experience, truly created – and continuously supported – from their point of view.”
Martin Browne, Managing Director, Wren Data adds: “We are excited to be part of DigitalWell’s growth journey, and offer a complimentary experience for their business customers that is founded on our commitment to delivering exceptional experiences through innovation. From outstanding business logic to the gamification of the Employee Experience, we are set to bring our game-changing muscle and talented team to the DigitalWell table.”
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