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Helpdesk M&A: SupportLogic Acquires Emtropy Labs for AI-Enabled Support Analytics

Credit: Getty Images

Credit: Getty Images

SupportLogic has acquired Emtropy Labs, Inc., a provider of technology that automates quality assurance (QA) for enterprise support centers. Financial terms of the deal were not disclosed.

This is technology M&A deal number 26 that ChannelE2E has covered so far in 2023. See more than 2,000 technology M&A deals involving MSPs, MSSPs & IT service providers listed here.

SupportLogic Acquires Emtropy Labs

SupportLogic, founded in 2016, is based in San Jose, California. The company has 89 employees listed on LinkedIn. SupportLogic’s areas of expertise include helpdesk, AI, customer sentiment analysis, structured and unstructured data, collaborative workflows and quality assurance.

Emtropy Labs is also based in San Jose, California. The company has six employees listed on LinkedIn. Emtropy Labs’ areas of expertise include customer experience, customer support, artificial intelligence, machine learning and data analytics.

Emtropy Labs helps companies to improve helpdesk agent performance by analyzing 100% of customer interactions while enabling coaching loops in near real-time, the company said. The addition of Emtropy Labs will increase SupportLogic's automatic QA expertise by leveraging Emtropy's bespoke AI models. The Emtropy team will join SupportLogic and its technology will be integrated within the core SupportLogic SX platform.

SupportLogic Acquires Emtropy Labs: Executive Insight

Krishna Raj Raja, founder and CEO, SupportLogic
Krishna Raj Raja, founder and CEO, SupportLogic

Krishna Raj Raja, founder and CEO, SupportLogic, commented on the news:

"How your support agents communicate with your customers impacts your brand experience. B2B companies have relied on tedious manual case audits to safeguard company brand image and customer experience. With the addition of Emtropy Labs, we are enabling organizations to auto QA their support and deliver a world-class support experience without additional investment in people, processes, or technology."

Harish Batlapenumarthy, founder and CEO, Emtropy Labs, added:

"At Emtropy Labs, our mission is to help fast-growing CX teams leverage their data and help efficiently scale their resources to improve customer outcomes. To achieve this, we built the first continuous AI-powered QA and coaching solution. The stellar SupportLogic team under Krishna's leadership has built a remarkable platform that is helping the best enterprises manage escalations, backlog, and case routing. We are thrilled to now work together to enable more businesses to deliver best-in-class experiences for their customers and agents."

Sharon Florentine

Sharon is a master technology storyteller and editor with omnichannel experience: books and print magazines, digital, webcast, blogging, podcast, live events and video and associated brand-specific social media content. From 1999 to 2003, she acquired and edited technology books and certification exam prep guides.

After a year spent in publicity and editorial at mass-market book publishers, she returned to tech publishing and, since 2004, explored B2C and B2B news, issues and trends in consumer, lifestyle, software, software development, AI, ML, networks, big data, hardware, security, storage, cloud, equity, inclusion, diversity, women in tech, career development, IT management, H-1B visa issues and immigration, education, training and learning.

Her previous role was as the managing editor at Techstrong Group in charge of Cloud Native Now, DevOps.com, Security Boulevard and Techstrong ITSM and their brand-specific social media. She currently serves as editorial director for CyberRisk Alliance’s channel brands, ChannelE2E and MSSP Alert and acting editorial director for SC Media UK. Drop me a note and let’s talk!

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