Microsoft Gold Partner Avtex, a customer experience technology deployment and consulting firm, has acquired Webfortis, a Dynamics CRM provider headquartered in San Francisco.
“We are very excited to join forces with Webfortis, which has built a great business around Microsoft Dynamics CRM and is recognized as the industry thought leader in CRM,” said George Demou, CEO of Avtex, in a statement. “This acquisition is a good fit for both organizations, and it helps round out Avtex’s vision of helping our customers achieve a ubiquitous approach to customer experience technologies.”
Demou said Webfortis’ commitment to quality and customer experience aligns well with Avtex because it’s built around a strong partnership with Microsoft as well as dedication to maintaining its technological edge.
Acquiring Webfortis will give Avtex more resources, support and custom application development so it can better leverage Dynamics CRM, he said.
In July, Webfortis announced that it was releasing a new app for the Apple Watch that worked with Dynamics CRM and Parature. The company also launched a new Mobility Practice to focus on building custom mobile solutions across all platforms to access Dynamics CRM and Parature to improve the customer service and customer engagement experiences, according to officials of the companies.
Then the next month, Webfortis was named the 2015 Microsoft U.S. Public Sector Federal Rising Star Partner of the Year.
During the year leading up to the awards, Webfortis developed 10 solutions for the federal market built on Dynamics CRM, Parature, Unified Service Desk, Social Engagement, and Office 365 to deliver scalable, cost-effective, and high quality solutions for the federal marketplace, according to company officials.
Webfortis was also recognized as the 2015 Microsoft Customer Service Innovation Award Winner for its Relay solution.
Relay extends the Microsoft customer service offering into a fully integrated platform for servicing all major channels (IoT, mobile, phone, chat, email, social, et al) by incorporating new functional capabilities that maximize the use of other Microsoft platforms and third-party platforms to address the diversity of service requirements for customers.
Marc Wolenik, CEO of Webfortis, said the acquisition of his company represents a “strategic opportunity to expand and enhance the customer desire to have unified and intelligent engagements.”
Webfortis has had success in productive help desk, customer self-service, and employee self-service scenarios powered by Microsoft, according to Bill Patterson, general manager of customer service at Microsoft.
Patterson said the added focus on customer experience combined with its expertise in contact centers will enable Avtex to better help businesses deliver “exceptional” customer service.