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Welltel cements position as a European market leader in Customer Experience Solution Provider through 2 Strategic Acquistions

FOR IMMEDIATE RELEASE

PRESS CONTACT:
Linda Mullen
Saint Joan's Industrial Estate, Turnpike Road D22 NP49
Ballymount , Dublin D22NP49
00353876204833
linda.mullen@digitalwell.com
http://www.digitalwell.com+

Welltel cements position as a European market leader in Customer Experience Solution Provider through 2 Strategic Acquistions

- The move creates a strategic partnership with Genesys, multi-billion euro CX industry giant

-  Prompts rebrand to - DigitalWell - reflecting the expanded capability of the group 

-  Company announce headcount to grow to 500 with clients like AirBnB, Fexco and AXA

-  Deal marks 7th and 8th acquisition in last 2 years

Press release: Dublin, Ireland, 2 June 2022: Enterprise communications company, Welltel, has announced two major acquisitions that will accelerate the business’ growth ambitions and cement its position as market leaders throughout Europe. With this milestone, the business also announces its rebrand to DigitalWell - that better reflects its breadth of services and in-depth industry expertise in enterprise communications technologies and consultancy. 

DigitalWell, formerly Welltel, is committed to driving a best-in-class customer experience for the 3000+ businesses it serves globally, and these combined multimillion dollar deals align with DigitalWell’s future growth strategy. Having grown from €8 million in 2018 to €45 million in 2021 - marking a 462% increase - DigitalWell anticipates annual growth of 30% in enterprise communication technologies over the next three years and expects to expand to a headcount of over 500 people by 2027.  

Specialized customer service consultancy, eleven, works with global organizations with contact centres across all customer touchpoints to create exceptional customer experiences, developing intuitive ways to engage and deliver across all communication channels.  

Multimedia contact centre and customer service solutions company, Wren Data has likewise been on a revolutionary journey that now brings the employee engagement and customer service specialist into the DigitalWell fold.  

Both Wren Data and eleven have a long history with multi-billion dollar cloud-based software company Genesys - specialist in technologies that enhance, predict, and measure the success of customer experiences. This, in combination with its relationship with key customer experience technologies like Avaya, Verint, Centrical & Microsoft, will be instrumental in positioning DigitalWell as a force de majeure in the enterprise communications industry, which in itself is ripe for disruption.  

Bringing eleven and Wren Data under the DigitalWell umbrella also creates a significant partnership with Genesys, reinforcing their position as customer experience specialists in technologies that drive successful contact center experiences and business outcomes. 

As part of DigitalWell’s hyper-growth journey, the acquisitions signal the coming together of a group of specialist communication companies. It will grow the team to more than 230 people and increase operations into over 63 countries, thereby enabling the business to further anticipate and exceed the fast-changing needs of their customers, which include heavyweight companies in a variety of sectors such as Permanent TSB, AXA, Air BnB and Fexco. 

Ross Murray, CEO, DigitalWell comments:  "The acquisition of eleven and Wren Data supports our ambition to solidify our strategic direction in terms of product portfolio and international expansion.  Both businesses are a highly valuable and strategic fit for DigitalWell, and come at a pivotal time in our rebrand journey, as we aim to become one of the largest cloud-focused voice and contact center specialists in Ireland and beyond. They are timely from an industry standpoint too as the communications industry is in urgent need of disruption: quick-fix solutions over the past two years to fulfil the needs of remote and hybrid workforces are now failing contact centres as call volumes rise and the demand for flexibility creates pain points for businesses, their employees and end customers. This is aside from the recruitment crisis that has the contact center world in a strangle-hold. eleven and Wren are best in breed and coming together under the united brand of DigitalWell positions us as a stategic partner for Genesys, meaning our customers will benefit from exceptional experiences and sustainable, systematic solutions to challenges just like this.” 

 The acquisitions and rebrand are effective immediately. DigitalWell customers will benefit from:  

  • additional technical, experience and business logic talent from acquired companies that can rectify legacy problems and drive business forward 
  • innovative approaches that will keep experiences current and in tune with customer needs 
  • A strategic partnership with Genesys that will enable the enhancement, anticipation, and measurement of customer experience  
  • better understanding and anticipation of consumer insights and behaviours  
  • automation technologies to improve employee experience and drive staff retention 

 Albert Keating, Managing Director, eleven says:  “We founded eleven to plug a gap in the market that lacked real end-user care, where communication challenges were being solved purely from an IT perspective. Care and empathy for the end user remains at the core of our mission as we move under the DigitalWell umbrella. This means that DigitalWell’s customers will benefit from an enhanced experience, truly created - and continuously supported - from their point of view.”  

Martin Browne, Managing Director, Wren Data adds:“We are excited to be part of DigitalWell’s growth journey, and offer a complimentary experience for their business customers that is founded on our commitment to delivering exceptional experiences through innovation. From outstanding business logic to the gamification of the Employee Experience, we are set to bring our game-changing muscle and talented team to the DigitalWell table.”  

-ENDS-  

 

About DigitalWell 

DigitalWell is a leading provider of enterprise communications, consultancy, and technology transformation services.  Formed in 2007, DigitalWell differentiates itself on its wholistic, customer experience-centric approach, while simultaneously providing a secure digital environment for its clients to collaborate in, all while improving communication and connectivity across a myriad of platforms. In short, DigitalWell harnesses technologies to enable clients to continually anticipate and exceed their customer expectations regardless of where those customers are, where their clients’ personnel are working from, or how they interact.  Its clients reap significant financial returns from improved customer and staff retention, and inherent operational efficiencies from customised IT systems working seamlessly in unison, all based upon best-in-class bespoke solutions. DigitalWell holds ISO27001 accreditation and VMware Cloud Verified certification, serving over 3,000+ public and private-sector enterprise clients globally.  It employs 230+ people in over 20 locations and has maintained an impressive 38 per cent CAGR FY18-21.  DigitalWell has been awarded the Deloitte ‘Fast 50’ award for eight consecutive years and ‘Best Managed Company’ in 2021. 

 
About eleven 

eleven is a specialized customer service consultancy, working closely with businesses to create exceptional experiences across all customer contact points. Based in both Ireland and the UK, with clients across the globe, our experience within the contact centre world allows us to understand business needs, anticipate and exceed customer expectations and develop intuitive and consistent ways to engage and deliver through all communication channels. We do this by enabling Genesys contact center solution, skills augmentation, and consultancy. 

 
About Wren Data 

Founded in 1991, Wren Data specializes in delivering sophisticated multimedia contact center solutions that enhance contact center operations, elevate the customer experience, and evolve as customer and its business needs change. We handle all aspects of solution design, deployment, support, and on-going improvement. Headquartered in Ireland and operates the UK, Wren Data brings a wealth of industry knowledge, experience, and success to projects, enabling businesses across diverse industries to better engage, evolve, grow, and respond to their customer needs while realizing readily quantifiable operational benefits and efficiency. 

 


DigitalWell

DigitalWell is a leading provider of enterprise communications, consultancy, and technology transformation services.  Formed in 2007, DigitalWell differentiates itself on its wholistic, customer experience-centric approach, while simultaneously providing a secure digital environment for its clients to collaborate in, all while improving communication and connectivity across a myriad of platforms. In short, DigitalWell harnesses technologies to enable clients to continually anticipate and exceed their customer expectations regardless of where those customers are, where their clients’ personnel are working from, or how they interact.  Its clients reap significant financial returns from improved customer and staff retention, and inherent operational efficiencies from customised IT systems working seamlessly in unison, all based upon best-in-class bespoke solutions. DigitalWell holds ISO27001 accreditation and VMware Cloud Verified certification, serving over 3,000+ public and private-sector enterprise clients globally.  It employs 230+ people in over 20 locations and has maintained an impressive 38 per cent CAGR FY18-21.  DigitalWell has been awarded the Deloitte ‘Fast 50’ award for eight consecutive years and ‘Best Managed Company’ in 2021. 

 


eleven

 eleven  is a specialized customer service consultancy, working closely with businesses to create exceptional experiences across all customer contact points. Based in both Ireland and the UK, with clients across the globe, our experience within the contact centre world allows us to understand business needs, anticipate and exceed customer expectations and develop intuitive and consistent ways to engage and deliver through all communication channels. We do this by enabling Genesys contact center solution, skills augmentation, and consultancy. 

 
About Wren Data 

Founded in 1991, Wren Data specializes in delivering sophisticated multimedia contact center solutions that enhance contact center operations, elevate the customer experience, and evolve as customer and its business needs change. We handle all aspects of solution design, deployment, support, and on-going improvement. Headquartered in Ireland and operates the UK, Wren Data brings a wealth of industry knowledge, experience, and success to projects, enabling businesses across diverse industries to better engage, evolve, grow, and respond to their customer needs while realizing readily quantifiable operational benefits and efficiency. 

 



Wren Data

Wren Data was founded in 1991, it specializes in delivering sophisticated multimedia contact center solutions that enhance contact center operations, elevate the customer experience, and evolve as customer and its business needs change. We handle all aspects of solution design, deployment, support, and on-going improvement. Headquartered in Ireland and operates the UK, Wren Data brings a wealth of industry knowledge, experience, and success to projects, enabling businesses across diverse industries to better engage, evolve, grow, and respond to their customer needs while realizing readily quantifiable operational benefits and efficiency.