BIME screenshot

San Francisco-based Zendesk spent $45 million yesterday to acquire We Are Cloud SAS of Montpellier, France, maker of the BIME Analytics software platform. 

BIME Analytics will become the core technology for Zendesk's customer data platform, enabling Zendesk to further integrate data analytics capabilities across its products, according to the company.

“Our customers are dealing with an exponential growth in customer interactions and require a new, fresh generation of data analytics and visualization tools,” Mikkel Svane, Zendesk founder, CEO and chairman, noted in a statement.

Behind BIME

BIME Analytics allows users to connect and build queries across live data sources and then analyze results through data visualizations, according to Zendesk officials.

Rachel Delacour, CEO and co-founder of We Are Cloud, said BIME Analytics brings "simplicity and rationality" to the complex world of business data. As part of Zendesk, the company will enhance its global customer reach and operational scale and have opportunities to "bring modern analytics to even more businesses and customer service leaders.”

We Are Cloud was founded in 2009. BIME Analytics is used by companies in 35 countries.

Along with the integration into Zendesk’s data platform, BIME Analytics will also be sold as a separate data analytics product. Zendesk is offering All of We Are Cloud’s employees roles with Zendesk.

Zendesk has more than 1,000 employees and 60,000 paid customer accounts. Its platform is used by organizations in 150 countries and territories to provide support in more than 40 languages. It was founded in 2007.

Zendesk will provide more details about the acquisition and its expected impact on financial results in its third quarter 2015 earnings call Nov. 3. The news did not impress investors: Zendesk's stock was down 3.3 percent to $19.62 this morning.

2016 Plans

Next year, Zendesk plans to release a new tool currently in beta that applies machine learning and big data analysis in the customer service arena. The product, Satisfaction Prediction, predicts in real time — while a customer is on the phone with a customer service rep or chatting online — the likelihood of satisfaction when the call is over.

Satisfaction Prediction analyzes customer signals via a machine learning model is developed to generate a zero to 100 score for the rep each time a customer service ticket is created or updated.

Zendesk has grown its customer base about 33 percent since last year. At this time last year, Zendesk had just come off a successful IPO and reported second quarter revenue growth of 80 percent. The company last year had an installed base of 45,740 customers, up 40 percent year-over-year.