Pegasystems acquires AI Speech Analytics firm Qurious.io

Pegasystems a Cambridge-based provider of software solutions has now acquired Qurious.io. The financial terms of the deal were not disclosed.

Qurious.io is founded by Sabrina Atienza in the year 2016. It offers a SaaS platform that uses speech to text, emotion detection capabilities, and Natural Language Processing (NLP) to analyze the dialog within each customer service call as it happens.

The software then offers agents real-time insights and coaching so that they can improve customer interactions, boost customer loyalty, and make better recommendations.

Kerim Akgonul, senior vice president, products, Pegasystems, said, "While automated chatbots are increasingly more popular with consumers, live service agents are still left to handle the toughest customer problems over the phone. Qurious.io's real-time speech analytics proactively helps agents resolve these difficult requests with revenue-producing Next-Best Actions. Their cloud-native approach perfectly complements how Pega uses AI across engagement channels, enabling our clients to provide consistently superior customer service from end to end."

Sabrina Atienza, CEO of Qurious.io, said, "With its deep customer service and AI pedigree, Pega will enable us to bring our intelligent speech analytics software to hundreds of the most important brands in global business. We believe this is a perfect fit for both Pega and Qurious.io, and we are proud that we will help solve some of the most complex customer service issues today and in the future."

Pega has plans to add the Qurious.io capabilities to its software solutions portfolio with an initial focus on Pega Customer Service use cases.

Pega offers an innovative software solution for brands to solve their biggest business challenges, streamlining customer service, maximizing customer lifetime value, and boosting operational efficiency.