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

By Sharon Florentine • January 30, 2023

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

This is the 26th tech M&A deal ChannelE2E has covered so far in 2023. See over 2,000 technology M&A deals involving MSPs, MSSPs and IT service providers listed here.

SupportLogic Acquires Emtropy Labs

SupportLogic was founded in 2016 and is headquartered in San Jose, CA. The company has 89 employees listed on LinkedIn. SupportLogic’s areas of expertise include help desk, artificial intelligence, customer sentiment analysis, structured and unstructured data, collaborative workflow and quality assurance.

Emtropy Labs is also located in San Jose, CA. The company has 6 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 improve help desk agent performance by analyzing 100 percent of customer interactions while enabling near real-time coaching loops, the company said. The addition of Emtropy Labs will add to SupportLogic’s automated QA expertise by leveraging Emtropy’s custom AI models. The Emtropy team will join SupportLogic and its technology will be integrated into the core SupportLogic SX platform.

SupportLogic Acquires Emtropy Labs: Executive Insight

Krishna Raj RajaSupportLogic founder and CEO commented on the news:

“How your support staff communicates with customers affects your brand experience. B2B companies rely on tedious manual case reviews to maintain company brand image and customer experience. With the addition of Emtropy Labs, we enable organizations to automate QA support and Deliver a world-class support experience without additional investment in people, process or technology.”

Harish Batlapenumarthy, Founder and CEO of Emtropy Labs added:

“At Emtropy Labs, our mission is to help fast-growing CX teams leverage their data and help scale their resources efficiently to improve customer outcomes. To achieve this, we built the first continuous AI QA and Coaching Solutions.Under Krishna’s leadership, the best-in-class SupportLogic team has built a superior platform to help the best businesses manage escalations, backlogs and case routing.We are excited to now be working together to enable even more businesses to support their customers and agents to provide a best-in-class experience.”