by John Seeds and Karl Phenix
MINNEAPOLIS, MN – October 27, 2020 – Avtex, a customer experience (CX) consulting and technology company, announced today its acquisition of Aria Solutions, a leader in contact center and customer experience solutions based in Calgary, Alberta, Canada.
Founded in 1997, Aria Solutions was one of the first system integrators in North America for Genesys®, the global leader in cloud customer experience and contact center solutions. Aria has specialized in system integration, agent technology, omni-channel capabilities, CRM, WFM and operational analytics. Utilizing Genesys customer experience technologies, along with its own intellectual property offerings, Aria has consulted with clients to create custom contact center solutions across a wide range of industries.
“There is a real synergy between our companies, from the shared values and culture of our organizations to the passion for cloud technologies that we share,” said Robert Church, Aria President and CEO. “This deal represents an opportunity for both Aria and Avtex to expand the offerings we can provide to our clients, and we are tremendously excited to share our deep expertise around the Genesys Engage™ platform and enterprise-level customer experience solutions. Over the last 23 years, our team has developed a reputation for approachability and trust, and our clients should not expect that culture to change; Avtex and Aria are in lockstep around service to our clients being the first priority.”
Focused on the Avtex north star of “fueling exceptional customer experiences,” both organizations will continue to provide industry-leading consulting services and contact center technology to clients. “We are very excited to add the talent and know-how of Aria to the Avtex family,” said George Demou, Avtex President & CEO. “We are absolutely committed to providing unmatched expertise, as well as unparalleled end-to-end CX consulting and technology solutions for our clients. By joining together under the Avtex brand, we can now offer a greater depth of expertise than ever before, as well as end-to-end access to Genesys solutions and an impressive array of innovative intellectual property.”
Avtex is a full-service Customer Experience (CX) consulting and solution provider focused on helping organizations build meaningful connections with their customers, members and constituents. Avtex offers a wide range of solutions to support CX, design and orchestration and transformation for clients. Avtex has offices across the U.S., with headquarters in Minneapolis. Avtex is recognized as a gold partner of both Microsoft and Genesys, leveraging their world class platforms as the foundation for customer engagements and digital transformation. Visit www.avtex.com for more information.
About Aria Solutions
Aria Solutions has been a leading provider of contact center and customer engagement solutions for over 20 years. They leverage extensive industry experience, knowledge, proven methodology, tools and templates in building products and delivering innovative, omnichannel, cloud, on-premises and hybrid-based solutions. Sampford Advisors acted the exclusive Mergers & Acquisitions advisor to Aria Solutions.
Frequently Asked Questions About This Acquisition
Why did Avtex acquire Aria?
This acquisition increases the depth of our expertise and scale of our offerings across the Genesys platform and adds additional support resources as well as innovative IP offerings. Throughout this transition and beyond, clients of both Aria and Avtex will continue to receive the outstanding service and support they have come to expect, but with increased product offerings, scope and scale. By joining Avtex, Aria customers now have access to a true end-to-end CX partner, combining thoughtful and strategic customer experience consulting with industry leading technical know-how to fuel exceptional customer experiences.
Who is Avtex?
Avtex is a full-service Customer Experience (CX) consulting and solution provider focused on helping organizations transform the experiences they deliver to their customers. With an unparalleled breadth of knowledge and experience, and partnerships with leading technology vendors like Microsoft and Genesys, we are uniquely suited to address any CX challenge. Our portfolio of solutions and services supports our unique approach to Customer Experience, which includes two key phases, CX Design and CX Orchestration. Our CX Design solutions and services aid in the process of defining and improving CX. From Journey Mapping to CX Design Thinking, we provide the support you need to set the foundation for CX success. Our CX Orchestration, solutions and services enable the realization of your CX strategy through people, processes and technology. From technology implementation to training, we ensure you have the capabilities to execute your CX strategy.
Will the costs of services increase?
Avtex continually evaluates the value of services being delivered to keep costs reasonable for our clients. As we navigate the integration of the two organizations, there will likely be some synergies and additional services offered that may impact the costs and scope of services.
Are existing service agreements still valid?
Existing agreements remain active and valid. As we integrate the systems and accounting processes of both organizations, clients may be asked to address additional paperwork. Of course, we will communicate any information and updates relating to service agreements as quickly and clearly as possible, and we encourage clients to reach out to their Client Account Manager with any questions.
Will Avtex and Aria clients have access to additional services?
Yes, this acquisition gives our clients and their businesses access to end-to-end CX services and technologies to help them fuel exceptional experiences for their customers. In addition to the quality contact center service and support that clients have come to expect, they will now also have access to CX consulting, CRM, business productivity, application development and managed services offerings.
Will client account contacts change?
As we align resources from across the organizations, some day-to-day contacts may change. Where changes do occur, updated resources and contact information will be made available as soon as possible. Clients of both Aria and Avtex will continue to receive the high level of support they have come to expect.
Who do clients turn to for technical support?
Clients will continue to access their support teams via the exact same process that you have been using. The contact number and email clients are using today will be used for the time being. When we standardize our joint operating systems, we will clearly communicate any changes.
How does this acquisition benefit client organizations?
With this acquisition, Aria clients will not only have access to the same industry leading service you have always received, but also to the expert CX strategy and technical know-how of Avtex. Together, we possess the experience, knowledge and offerings to help our clients deliver true omni-channel experiences that will make their brand stand out. Also, with our combined backgrounds and joint dedication to Genesys, our clients will have an expert partner in your corner, offering end-to-end support to power customer interactions.
Will there be a change in leadership? What does the combined entity look like from a leadership perspective?
The established senior leadership group from Avtex will continue to guide the organization, but is excited to add the skills of new leaders to the organization as additional resources for our team and customers.