Danish CEM Provider TeleFaction Acquires Recording and Analytics Provider Eventrasoft

Customer experience management company TeleFaction has announced its acquisition of call recording and analytics solutions provider Eventrasoft for an undisclosed sum. Copenhagen, Denmark-based TeleFaction offers a platform called Gemba, a patented system that allows organizations to collect and manage customer feedback via multiple channels, such as e-mail, phone, Web, SMS and postal mail surveys, into an intuitive cloud-based application designed to provide ease of access for analytics and intelligent action management.

TeleFaction said it will acquire the licenses, contracts and employees of Denmark-headquartered Eventrasoft, which has a suite that offers contact centers voice recording and multimedia event capture for agent performance analysis, assurance and compliance. It has a customer list of organizations all over the world. TeleFaction said that Eventrasoft's suite will fit perfectly with and enhance TeleFaction's customer experience management platform and return on behavior analysis. In addition, the acquisition is expected to help TeleFaction grow its presence worldwide through Eventrasoft’s network.

“This deal will enable TeleFaction to become one of the leading players in the Enterprise Feedback Management market,” said Fredrik Abildtrup, CEO of TeleFaction. “With the combined analytics and reporting capabilities, along with a global platform, it provides us with a great foundation to build from.”

TeleFaction said that Eventrasoft's existing client and partner base will be rolled into TeleFaction's operations effective immediately. In addition to its Danish headquarters, Eventrasoft also had operations in Leeds, England and Redondo Beach, California.

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