Message Broadcast Acquires West’s Utilities Business
Message Broadcast has acquired West's Utilities Business from West Technology Group's CX360 division, following its previous acquisitions of AGENT511 and i2sms. West Utilities, established in 1989, provides call overflow and notification solutions for critical incidents like power outages. The platform serves over 40 U.S. and Canadian utilities, enabling customized inbound and outbound IVR workflow automation for high-volume call periods. The acquisition strengthens Message Broadcast's customer engagement software portfolio for the utility sector, focusing on outage alerts, payment reminders, and energy efficiency campaigns.
Message Broadcast ha acquisito il Business delle Utilities di West dalla divisione CX360 del West Technology Group, dopo le sue precedenti acquisizioni di AGENT511 e i2sms. West Utilities, fondata nel 1989, fornisce soluzioni per il sovraccarico di chiamate e notifiche per incidenti critici come le interruzioni di corrente. La piattaforma serve oltre 40 utility negli Stati Uniti e in Canada, permettendo l'automazione personalizzata del flusso di lavoro IVR in entrata e in uscita durante i periodi di chiamate ad alto volume. L'acquisizione rafforza il portafoglio di software per il coinvolgimento dei clienti di Message Broadcast per il settore delle utility, concentrandosi su avvisi di interruzione, promemoria di pagamento e campagne di efficienza energetica.
Message Broadcast ha adquirido el negocio de utilidades de West de la división CX360 del West Technology Group, tras sus adquisiciones anteriores de AGENT511 e i2sms. West Utilities, establecida en 1989, proporciona soluciones de desbordamiento de llamadas y notificaciones para incidentes críticos como cortes de energía. La plataforma sirve a más de 40 utilidades en EE.UU. y Canadá, permitiendo la automatización personalizada de los flujos de trabajo IVR de entrada y salida durante períodos de alto volumen de llamadas. La adquisición fortalece el portafolio de software de participación del cliente de Message Broadcast para el sector de utilidades, enfocándose en alertas de corte, recordatorios de pago y campañas de eficiencia energética.
메시지 브로드캐스트는 AGENT511 및 i2sms의 이전 인수에 이어 웨스트 유틸리티 비즈니스를 웨스트 테크놀로지 그룹의 CX360 부서로부터 인수했습니다. 1989년에 설립된 웨스트 유틸리티는 정전과 같은 중대한 사건에 대한 통화 과부하 및 알림 솔루션을 제공합니다. 이 플랫폼은 미국과 캐나다의 40개 이상의 유틸리티에 서비스를 제공하며, 대량 통화 기간 동안 사용자 정의된 IVR 작업 흐름 자동화를 가능하게 합니다. 이 인수는 유틸리티 부문을 위한 메시지 브로드캐스트의 고객 참여 소프트웨어 포트폴리오를 강화하며, 정전 알림, 요금 납부 알림 및 에너지 효율 캠페인에 중점을 둡니다.
Message Broadcast a acquis le secteur des utilitaires de West auprès de la division CX360 du West Technology Group, suite à ses précédentes acquisitions d'AGENT511 et d'i2sms. West Utilities, fondée en 1989, propose des solutions de débordement d'appels et de notifications pour des incidents critiques tels que les coupures de courant. La plateforme dessert plus de 40 utilitaires aux États-Unis et au Canada, permettant l'automatisation personnalisée des flux de travail IVR entrant et sortant lors des périodes d'appels à fort volume. Cette acquisition renforce le portefeuille de logiciels d'engagement client de Message Broadcast pour le secteur des utilités, en mettant l'accent sur les alertes de coupure, les rappels de paiement et les campagnes d'efficacité énergétique.
Message Broadcast hat das Versorgungsunternehmen von West von der CX360-Division der West Technology Group übernommen, nachdem es zuvor AGENT511 und i2sms akquiriert hatte. West Utilities, gegründet 1989, bietet Lösungen zur Anrufüberlauf und Benachrichtigung für kritische Vorfälle wie Stromausfälle an. Die Plattform bedient über 40 Versorgungsunternehmen in den USA und Kanada und ermöglicht eine maßgeschneiderte Automatisierung von eingehenden und ausgehenden IVR-Workflows in Zeiten mit hohem Anrufvolumen. Die Übernahme stärkt das Kundenbindungssoftware-Portfolio von Message Broadcast für den Versorgungssektor mit einem Fokus auf Ausfallbenachrichtigungen, Zahlungserinnerungen und Energieeffizienzmaßnahmen.
- Expansion of service portfolio with high-volume call answering capabilities
- Access to established client base of 40+ U.S. and Canadian utilities
- Strategic consolidation following previous acquisitions of AGENT511 and i2sms
- Enhanced capability to serve utility sector with automated communication solutions
- None.
Insights
The acquisition of West Utilities by Message Broadcast represents a strategic move to consolidate critical communication infrastructure in the utility sector. The combined entity will serve over 40 utilities across the U.S. and Canada, strengthening Message Broadcast's market position in customer engagement software.
The deal's value proposition centers on automating high-volume call handling during critical incidents like power outages, which directly impacts utility companies' operational efficiency and customer satisfaction metrics. West Utilities' established presence since 1989 brings mature IVR technology and an existing customer base, complementing Message Broadcast's recent acquisitions of AGENT511 and i2sms.
This consolidation trend in utility-focused software solutions indicates growing demand for integrated communication platforms that can handle both routine operations and crisis management. The emphasis on digital transformation and regulatory compliance suggests potential revenue growth through upselling expanded capabilities to existing clients.
Addition of high-volume call answering capabilities bolsters Message Broadcast’s customer engagement software portfolio for the utility sector
Since 1989, utilities have relied on the call overflow and notification solutions developed by West Utilities to deliver high-speed, high-volume and targeted messages during critical incidents, such as power outages. With its software, utilities can customize inbound and outbound IVR workflow to automate call answering during periods with high call volumes. Through the cloud-based software platform, over 40 U.S. and Canadian utilities orchestrate, personalize, and automate essential communications at-scale across several critical use cases, including outage alerts, payment reminders, and energy efficiency campaigns.
“We are thrilled to welcome West Utilities and its talented team of employees,” said Maulik Datanwala, CEO of Message Broadcast. “This acquisition aligns with our mission of empowering utilities with software that enhances customer engagement, especially during critical incidents that require rapid communication. We expect to make substantial investments in product, support, and sales resources to support the integration of West Utilities into Message Broadcast and drive customer value.”
“Our customers will benefit from an expanded product portfolio, unified by a shared value proposition for driving modern client experiences and lowering operating costs,” continued Datanwala. “Our expanded platform will help our clients accelerate their digital transformation timelines by improving communication workflows, increasing customer satisfaction, and ensuring regulatory compliance and service reliability.”
Womble Bond Dickinson LLP served as legal advisor to Message Broadcast. Brownstein Hyatt Farber Schreck, LLP served as legal advisor to West Technology Group.
About Message Broadcast
Message Broadcast is a leading provider of customer engagement software for electric utilities and other highly regulated industry sectors. With decades of domain expertise, Message Broadcast helps shape customers' experiences through its omnichannel communication platform. Our software solutions drive increased customer satisfaction, operational efficiency, self-service, and conversion across several communication channels and critical use cases, including power outages, payments, and energy efficiency. Message Broadcast is a portfolio company of OceanSound Partners and EIP. For more information, please visit www.messagebroadcast.com.
About West
West Technology Group, LLC is an innovative, cloud-based, global technology partner to clients around the world. Our solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging, and actionable – turning Information to Insight. West has sales and/or operations in
Forward-Looking Statements
This press release contains forward-looking statements, within the meaning of the Private Securities Litigation Reform Act of 1995. Forward-looking statements can be generally identified by the use of words such as “may,” “should,” “expects,” “plans,” “anticipates,” “believes,” “estimates,” “predicts,” “intends,” “will,” “continue,” or similar terminology. These statements reflect only West’s and Message Broadcast’s current expectations and are not guarantees of future performance or results. These statements are subject to various risks and uncertainties that could cause actual results to differ materially from those contained in the forward-looking statements. These forward-looking statements speak only as of the date on which the statements were made. West and Message Broadcast undertake no obligation to update or revise publicly any forward-looking statements, whether as a result of new information, future events or otherwise, except to the extent required by applicable law.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241119360286/en/
At Message Broadcast:
Ashley Gordon
ashley.gordon@messagebroadcast.com
At West Technology Group:
Dave Pleiss
DMPleiss@West.com
Source: Message Broadcast
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