ResultsCX, a prominent provider of customer experience management (CXM) services, has announced its acquisition of Aucera, a contact centre outsourcing company formerly known as DialAmerica. This strategic move aims to bolster ResultsCX’s presence in the US market and enhance its capabilities across critical sectors, including healthcare, banking, financial services and insurance (BFSI), and utilities.
Aucera is one of the largest privately owned customer experience management companies in the United States, boasting over six decades of experience in customer service, growth solutions, and member acquisition. The acquisition of Aucera marks a significant step in ResultsCX’s expansion strategy, which has included several notable acquisitions in recent years, such as UK-based Huntswood, Ireland-based Zevas Communications, and Bulgaria-based 60K.
With more than $200 million invested in growth initiatives over the past three years, ResultsCX is focused on expanding its global footprint. The company now aims to reach approximately one in every three Americans within the Healthcare sector.
The integration of Aucera’s 1,200 employees is expected to enhance ResultsCX’s service offerings and operational capabilities. Both Subramaniam and Christopher Conway, CEO of Aucera, noted the importance of aligning company values and fostering a collaborative culture as they move forward with the partnership. “We believe this partnership brings together best practices from both organisations and empowers us to scale effectively for our customers,” Conway stated.
In addition to expanding its workforce, ResultsCX plans to leverage its innovative technology offerings, including artificial intelligence, machine learning, and predictive analytics, to improve customer interactions and deliver enhanced omnichannel experiences.