Toku to acquire AiChat, expanding its AI offering for CX

Singapore – April 23, 2024 – Toku, the leading provider of enterprise-grade cloud communications and CX solutions in Asia Pacific, today announced the intent to acquire AiChat, for an undisclosed amount. This strategic move will strengthen Toku’s position as a full-service CX technology firm and enable the company to fulfil its vision of delivering seamless, personalised customer engagement across all channels. With AiChat’s expertise in AI-powered chatbots and messaging, combined with Toku’s cloud communications suite, customers can expect a unified platform to power their entire CX journey.

The integration of AiChat’s capabilities into Toku’s portfolio is expected to unlock significant growth opportunities, with an estimated 50% revenue increase within the first twelve months.

The acquisition of AiChat is a natural next step in our mission to be Asia Pacific’s leading customer experience platform,” said Thomas Laboulle, Founder and CEO of Toku. “Both companies share a vision of using AI to enhance customer interactions and improve contact centre operations. Together, we can deliver even more value to our customers through a unified set of omnichannel solutions.

Enterprises traditionally face challenges providing unified customer experiences, as they operate across multiple markets and business units with specialised point solutions that are not well-integrated. This can lead to data silos and an inability to leverage insights across the full customer journey.

By coming together, Toku and AiChat will offer enterprise clients a single view of their customers with insights drawn from conversations across all channels, faster resolution of issues through seamless hand-offs between chat, voice, and other channels, and more personalised experiences tailored to individual customers at every step of their journey.

For AiChat, joining forces with Toku represents a significant milestone. Kester Poh, Founder and CEO of AiChat, remarked,

We are excited to join Toku. Toku’s commitment to CX excellence mirrors our values, making this acquisition a strategic and natural alignment. This partnership is a key milestone for us, revealing significant opportunities for synergy and growth as leading CX providers in APAC. Together, we aim to simplify customer operations, offering a unified platform for efficient and effective customer experience management.

In addition to integrating into Toku’s solutions, AiChat will continue to operate as a standalone product for customers who prefer a single streamlined solution that delivers the best-in-class AI-powered conversational experience.

The acquisition of AiChat marks Toku’s second M&A activity in two consecutive years, reflecting its solid business fundamentals and consistent upward growth trajectory. In March 2024, the Financial Times ranked Toku as one of the top 500 high-growth businesses in Asia Pacific.

Once the acquisition is finalised in Q3 2024, Toku will welcome Kester Poh into its core team, while retaining all the AiChat’s employees across Asia. AiChat employees will begin integrating into Toku’s offices, bringing the company’s total strength to 160 dedicated CX professionals. Both companies are committed to tapping into strong synergies in the form of complementary strengths and talent, as well as technology partnerships to further accelerate growth post-acquisition.

View original content from Toku. 

About Toku

Headquartered in Singapore, Toku creates bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. The company’s portfolio of cloud business communications solutions include Programmable APIs, Contact Centre and Corporate Telephony.

Toku provides an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communications solutions by combining local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach.

The business works with organisations as diverse as foodpanda, JCDecaux, Gojek, Decathlon and numerous government agencies to move their communications and customer engagement to the cloud, and find new ways to engage with their customers.

Moving to the cloud is effortless with Toku. Learn more at toku.co and Linkedin.

About AiChat

AiChat is a leading A.I-Powered Conversational Customer Experience platform designed to help brands automate business processes in customer service, marketing and commerce via popular social messaging apps such as Facebook Messenger, WhatsApp, Instagram and Google Business Messages etc. We are proudly trusted by Bayer, TESCO, Marina Bay Sands, MR D.I.Y, Mondelēz, Petron, Unilever and many other enterprises and SMEs across South East Asia.