Broadvoice Acquires CCaaS Provider GoContact

Broadvoice has acquired GoContact, a Portugal-based international CCaaS solutions provider with sales and service operations in Portugal, Spain, Morocco, Angola and Colombia.

GoContact’s cloud-native CCaaS platform includes integrated omnichannel and artificial intelligence (AI) solutions. Broadvoice isn’t saying how much it’s paying for GoContact.

Broadvoice said the combination of the two companies’ technologies, operations and talent give the merged organization distinct competitive advantages. Those include:

• Broadvoice’s UCaaS leadership in the United States.
• GoContact’s CCaaS solutions leadership in EMEA and Latin America.
• UCaaS and CCaaS cross-sales to existing and new customers in each company’s respective geographic markets.
• Strong in-market sales and service footprints across four continents – North America, Europe, Africa and South America.
• Similar technologies and platforms to enable integration of each other’s products into customer offerings going forward.

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George Mitsopoulos is Broadvoice‘s chief product officer.

Broadvoice’s George Mitsopoulos

“The GoContact acquisition drives us toward our vision to unify communications, team collaboration and contact center under one umbrella,” he said. “GoContact brings a platform approach and talent that are a great fit while also expanding our footprint globally.”

The acquisition allows Broadvoice to expand its portfolio of services to address more partner opportunities to serve the full range of organizations, from SMB to enterprise, Mitsopoulos said.

“In addition, we can serve their needs as they grow and change over time,” he said. “Partners should expect to see these benefits in the next 12-18 months. For now, it’s business as usual.”

GoContact is the largest ever acquisition for Broadvoice, Mitsopoulos said.

“The GoContact acquisition helps us meet the demands of the hybrid workforce by combining communications, team collaboration and contact center on one platform, empowering workers to deliver innovative customer experiences,” he said.

GoContact does not have an agent channel, Mitsopoulos said. However, it does partner with business process outsourcing (BPO) organizations. They employ teams of call center representatives to handle incoming and outgoing customer calls for other businesses.

Maintaining Established Brands

The combined company will maintain each firm’s established brands in their respective regions. It will operate as Broadvoice throughout North America, and GoContact in EMEA and Latin America. Additionally, all of GoContact’s 100 employees will join the Broadvoice team, which includes more than 200 employees in the U.S. and Canada.

Rui Marques is GoContact’s CEO.

“Broadvoice checked every box as GoContact’s growth partner — from our shared customer-first approach to investment in top-tier talent and technology,” he said. “We look forward to working with our new Broadvoice team to empower our business customers with the ability to cut costs, increase collaboration and deliver superior customer experiences.”

Broadvoice CEO Jim Murphy, president Sam Ghahremanpour and Mitsopoulos will serve in their respective roles for the combined company. Marques will remain GoContact’s CEO. GoContact CTO João Camarate will serve as the CTO for the combined company.