Khoros Strengths, Domain Expertise, and Key Differentiators
Khoros is a customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation.
Khoros Recent Developments
In October 2021, Khoros expanded its collaboration with Amazon Web Services, Inc. (AWS), which will include integration with Amazon Connect, a cloud-based contact center service platform, to bring industry-leading voice capabilities into Khoros’ artificial intelligence (AI)-powered contact center solution. Together with Amazon Connect, the Khoros contact center solution will provide businesses with a fully integrated suite for digital engagement, self-service, automation, and CX analytics for world-class customer and agent experiences across all channels.
In April 2021, Khoros the customer engagement software and services announced that it named April Downing as its new Chief Financial Officer (CFO) and Sejal Amin as its new Chief Technology Officer (CTO). In August the same year, Khoros also named Jason Perlewitz as Vice President of Technical Operations and Tony Cetera as Senior Director of Information Security.
In April 2020, Khoros released, featuring a new product to expand the Khoros Care solution: Khoros Modern Chat, which enables brands to chat live in real-time or anytime with customers and prospects.
In February 2020, Khoros launched Khoros Bot, a new chatbot technology to create better experiences for customers and agents. Khoros Bot is an addition to Khoros Care. Khoros Care is an intelligent solution to help brands serve and resolve customers’ needs on their digital channel of choice and further extends the company’s leadership in automation and AI strategy.
In April 2019, Khoros unveiled the launch of Ads capabilities to help enterprises maximize their paid and organic social media programs. As the first innovation released by the recently merged company, Ads capabilities drive home the need for enterprises to have clear sight into every piece of their organization and stay All-Ways Connected to their customers.
In April 2018 Lithium Technologies launched Lithium Messaging. For brands who use the Lithium platform, they can now centrally manage digital customer service across social channels, online communities and with the launch of Messaging web chat and mobile apps. For consumers, they get fast and secure customer service in their channel of choice. Research shows 58 percent of consumers have been forced to move to a different channel when making a customer service request. Forty-nine percent were left feeling less positive about the brand as a result, with 30 percent considering taking their business elsewhere.
The message for brands is simple and clear they must resolve customer issues in-channel with minimal effort, or risk losing them. Ushering in the next generation of digital customer service, Lithium Messaging offers a personal experience that customers are used to when interacting with friends and family. Delivering a direct channel from the customer to the brand, conversations are secure and threaded, ending the inconvenience and needless repetition of information that customers are often required to provide.
Khoros Mergers and Acquisitions (M&A) Activities
In January 2021, Khoros acquired enterprise customer experience (CX) analytics software maker Topbox, and closed on an additional equity investment from existing Khoros investors, including leading global technology investment firm Vista Equity Partners (“Vista”), to help accelerate the Company’s momentum in the CX market. The acquisition of Topbox brings an innovative omnichannel CX analytics solution. In the same month, Khoros acquired Flow.ai, an innovative conversational AI platform for designing and managing chatbots. Adding Flow.ai’s technology advances Khoros’ conversational AI and machine learning (ML) capabilities, data science expertise, and reflects the company’s continued investment in the automation framework that powers Khoros’ industry-leading customer engagement platform.
In March 2019, the combined company of Spredfast and Lithium unveiled its new name: Khoros. The coming together of Spredfast and Lithium as Khoros represents over 15 years of market leadership in marketing, care, and communities.
Khoros Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Khoros applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Khoros and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Khoros platform, customers.
Ownership: - x
Number of Employees: 1300
Functional Markets: CRM,
Key Verticals: Banking and Financial Services, Communication, Consumer Packaged Goods, Distribution, Life Insurance, P&C Insurance, Specialty Insurance, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Professional Services, Retail, Utilities,
Khoros Key Enterprise and Cloud Applications
Khoros Revenues, $M:
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* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Khoros Revenue Breakdown By Type, $M:
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Khoros Enterprise Applications Revenues By Functional Markets, $M:
Khoros Enterprise Applications Revenues By Verticals, $M:
Khoros Revenues By Region, $M
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Khoros Direct vs Indirect sales
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Khoros Customers - Breakdown by Geo, Size, Vertical and Product
No. of Khoros Customers: 2000
No. of Khoros Enterprise Applications Customers: x
No. of Khoros Cloud Customers: x
No. of Khoros Cloud Subscribers: x
With 2,000+ customers, including including one-third of the Fortune 100 companies, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey. Some of Khoros customers are: Tealium, Midco, Airbnb, Telus, SAS, US Postal Service, Intel, Bank of England, Danone, Anaplan, Pizza Hut, Sprint, HomeAway, Visa, USAA, Samsung, Spectrum, Microsoft, GM, HP, AAA and many others.
Khoros Market Opportunities, M&A and Geo Expansions
2021 has been a record-setting year for Khoros. Two years in a row, the company has seen sales grow more than 70% year-over-year. Khoros continues to gain momentum with contact centers, increasing its contact center customer base by almost 30% year-over-year. This momentum will likely continue as the numerous integration further extends the power of Khoros’ omnichannel digital solution, allowing contact centers to easily unify and orchestrate customer engagement from digital voice to chat, SMS, social, and self-service — all through a single pane of glass. Khoros' growth extends to its workforce. In 2021, the company added nearly 20% to its global, remote-first team, and the company expects to continue that growth in 2022.
In May 2020, Khoros named Staci Satterwhite as its new chief customer officer (CCO) to continue the customer experience for the more than 2,000 brands that leverage Khoros’ digital care, online communities, and social media software. Satterwhite brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. At Khoros, she will be responsible for the success across all stages of the Khoros customer journey and lead the company’s customer organization.
In May 2018, Spredfast launched Spredfast Vault, empowering businesses to take greater control over who has access to their social accounts. The newest addition to the Spredfast suite of products, Vault is a social access and credential management product that allows customers to govern native social account access (i.e. directly accessing social accounts rather than through third-party software). For end-users, Vault is a centralized, secure point of entry for native access when needed. For administrators, Vault offers control, visibility, and reporting around that native access.
In October 2017, Lithium Technologies acquired the Jive-x external community business from Jive Software, an Aurea company. Over the past two decades, Lithium and Jive-x have helped brands stay at the forefront of digital transformation, building sophisticated online communities for some of the world's biggest brands that have led to marked revenue increases, significant cost reductions, and innovation across the business. Looking forward, Lithium will be developing a new next-generation community product with all the best features of Jive-x and Lithium brought together, built on the Lithium platform and focused on maintaining a high bar for innovation and expertise.
In September 2017, Spredfast launched the Spredfast Social Customer Care integration on the Salesforce AppExchange, empowering businesses to connect with their customers, partners, and employees in new ways. This new integration lets Spredfast customers respond to consumers faster, connect social cases to broader cross-channel support, and add context for agents connecting the social persona to known customers.
Khoros Risks and Challenges
The frequent changes in top leadership could mean instability and uncertainty. The distinct approaches of the new appointees could mean choosing different courses and could lead to a distinct business strategy.
In March 2019, the combined company of Spredfast and Lithium unveiled its new name: Khoros. The coming together of Spredfast and Lithium as Khoros represents over 15 years of market leadership in marketing, care, and communities. Lithium is at a crossroads as it seeks to gain an upper hand in the social CRM market even though some marketers are questioning the effectiveness of targeting buyers through social networks.
Its latest purchase also raised the question of how Lithium would be able to monetize Klout and its ability to track influencers on social networks specifically Twitter, which has seen stagnant growth of new users in recent quarters. In fact, Klout is morphing into a promotional tool for influencers, rather than a social status monitoring mechanism. Lithium may well have to shift gears becoming more like a traditional CRM application vendor helping companies track their social standing while using its latest apps to market to consumers more effectively.
Khoros Ecosystem, Partners, Resellers and SI
As of 2021, Khoros has 11 offices globally in Austin, San Francisco, Portland, New York, London, Paris, Bangalore, Sydney, Hamburg, Kansas City, and Tilburg.
In July 2020, Khoro launched its newest data hosting location in Sydney, Australia, which will allow the company to deliver enhanced software performance and data privacy confidence for its customers in Australia and New Zealand. The Asia-Pacific (APAC) region is one of the fastest-growing markets for Khoros, given its accelerated pace toward digital transformation and widespread shift to cloud computing. With local data hosting, Khoros is even better equipped to provide customers with an industry-leading platform experience and best-in-class solutions for digital care, social media marketing, and brand communities.
Partnering with Amazon Web Services (AWS), Khoros expanded its infrastructure to include AWS’ Sydney data centres where it now hosts its Khoros Care product for local customers. Leveraging AWS’ data centres, Khoros now delivers new platform features and software upgrades more quickly and more efficiently through a secure and reliable network. Most importantly, it enhances Khoros’ data privacy for its customers in regulated industries, such as financial services, government, telecommunications, and airlines. With local data hosting, Khoros can hedge against centralized incidents and threats to business continuity, while meeting compliance laws and regulations specific to the region. It continues to enable Khoros to provide the highest standard of private, secure conversations over digital channels in compliance with Australian data sovereignty requirements.
Their platform integrates with clients' websites by embedding user-generated content, community discussions, and more, on the digital channel platforms: Facebook, Instagram, LinkedIn, Twitter, YouTube, Pinterest, Google's Business Messages, Apple Business Chat, WhatsApp, VK, WeChat, Google My Business, Google Play Store, Apple iOS App Store, Facebook Reviews, SMS, In-App Messaging, Web Chat. The platform is purpose-built to integrate and unify the clients' customers engagement operations — no matter where the customers are. Khoros partners are: Adobe Experience Manager, Bitly, BL.INK, Brandwatch, Conversable, Google Analytics, Crimson Hexagon, Tableau, Actiance, Domo, Origami Logic and others.
Khoros Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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