Pega Acquires Qurious.io for AI-Powered Speech Analytics

Rhea-AI Summary

Pegaworld iNspire held on May 4, 2021, Pegasystems Inc. announced its acquisition of Qurious.io. This cloud-based platform uses real-time speech analytics to enhance customer service interactions. The acquisition aligns with Pega's strategy to integrate AI into customer service, offering agents actionable insights to resolve complex customer issues. Founded in 2016, Qurious.io leverages speech-to-text and natural language processing technologies. The company aims to leverage this acquisition to broaden its market reach and enhance its customer service solutions while details about the transaction value remain undisclosed.

Positive

• Enhances Pega's AI-driven customer service offerings with Qurious.io's speech analytics.
• Potential for improved customer interactions and increased revenue through Next-Best Actions.
• Strategic fit that could broaden market reach and client base.

Negative

• None.

CAMBRIDGE, Mass., Jan. 11, 2021 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the software company that crushes business complexity, today announced its acquisition of Qurious.io, Inc., a cloud-based real-time speech analytics solution powered by artificial intelligence (AI) for customer service teams. Terms of the deal are not being disclosed.

Qurious.io's software-as-a-service (SaaS) offering uses speech-to-text, natural language processing (NLP), and emotion detection capabilities to analyze the dialog within each customer service call as it happens. The software then provides agents with real-time insights and coaching so they can improve customer interactions, make better recommendations, and boost customer loyalty and sales. The company was founded in 2016 in San Francisco by recent Forbes 30-Under-30 winners Sabrina Atienza, CEO, and George Ramonov, CTO.

Pega plans to add Qurious.io's capabilities to its software portfolio with an initial focus on Pega Customer Service™ use cases. More details on this new cloud-based offering are planned to be revealed at the annual PegaWorld iNspire conference being held virtually on May 4, 2021.

Quotes & Commentary:
"While automated chatbots are increasingly more popular with consumers, live service agents are still left to handle the toughest customer problems over the phone," said Kerim Akgonul, senior vice president, products, Pegasystems. "Qurious.io's real-time speech analytics proactively helps agents resolve these difficult requests with revenue producing Next-Best Actions. Their cloud-native approach perfectly complements how Pega uses AI across engagement channels, enabling our clients to provide consistently superior customer service from end to end."

"With its deep customer service and AI pedigree, Pega will enable us to bring our intelligent speech analytics software to hundreds of the most important brands in global business," said Sabrina Atienza. "We believe this is a perfect fit for both Pega and Qurious.io, and we are proud that we will help solve some of the most complex customer service issues today and in the future."

Supporting Resources:

• Background: Qurious.io website
• Product information: Pega Customer Service
• Analyst report: Pega named Leader in Gartner Magic Quadrant for the CRM Customer Engagement Center
• Analyst report: Pega named Leader in The Forrester Wave™: Real-Time Interaction Management (RTIM) report, Q4 2020
• Whitepaper: Achieving digital customer service transformation

About Pegasystems
Pega delivers innovative software that crushes business complexity so our clients can make better decisions and get work done. We help the world's leading brands solve their biggest business challenges: maximizing customer lifetime value, streamlining customer service, and boosting operational efficiency. Pega technology is powered by real-time AI and intelligent automation, while our scalable architecture and low-code platform help enterprises adapt to rapid change and transform for tomorrow. For more information, visit www.pega.com.

Press Contact:
Sean Audet
Pegasystems Inc.       
sean.audet@pega.com
(617) 528-5230         
Twitter: @pega 

All trademarks are the property of their respective owners.

 

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SOURCE Pegasystems Inc.

FAQ

What does the acquisition of Qurious.io by Pegasystems involve?

Pegasystems acquired Qurious.io to enhance its customer service solutions with AI-powered real-time speech analytics.

What technologies does Qurious.io's platform utilize?

Qurious.io's platform employs speech-to-text and natural language processing to provide insights during customer service calls.

What is the purpose of integrating Qurious.io's software with Pega's offerings?

The integration aims to provide customer service agents with real-time insights to improve interactions and boost customer loyalty.

When is more information about this acquisition expected to be released?

More details regarding the acquisition will be revealed during the PegaWorld iNspire conference on May 4, 2021.

What impact will the acquisition of Qurious.io have on Pegasystems' market strategy?

The acquisition is expected to strengthen Pega's AI capabilities and enhance its position in the customer service market.