Summary :
• After gaining $400M in series E funding, the company is reorganizing its platform while expanding the business.
• CTO Balaji Raghavan said there is always a balance to be struck between rebuilding existing products and meeting expanding customer needs.
• This article is part of Innovation Leaders, a series examining how business leaders view their role in driving tech innovation.
Among these many product shifts, CTO Balaji Raghavan said there is always a balance to be struck between rebuilding existing products and meeting expanding customer needs.
“Some of our products have evolved with the use of automation and knowledge AI through the acquisition of Jacada and Colabo in the last few quarters and have enabled us to rethink the user journeys in both agent assistance and self service products,” Raghavan told Insider. We also intend to find strategic partners and acquire products that help us bring more cohesive end-to-end experiences in our product suite.”
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