TimeTrade SilverCloud Rebranded as Engageware

TimeTrade SilverCloud is now rebranded as Engageware, following the combination of the two companies in January 2021. The new corporate name accompanies an updated website, which provides high-level, wraparound messaging while maintaining the TimeTrade and SilverCloud sites for product and solution information.

According to the company press release, the new branding “exemplifies the company’s mission to provide complete customer engagement solutions that enable organizations to more effectively and efficiently engage customers, regardless of the channel.”

The positioning of the combined companies promotes managed services and solutions, including:

• Customer Self-Service: Reduces burden on frontline staff by empowering customers with self-service tools and guided tutorials that drive technology adoption while reducing high-volume, low-value interactions (calls, visits, emails and chats)
• Employee Knowledge Management: Delivers a consistent, multi-channel customer experience by supporting employees and customers with product, technology and institutional information that is accurate, current and easy to find
• Appointment Scheduling: Connects customers to the right resources by making it simple to schedule appointments with the right specialists in a few clicks

Bill Clark, CEO, stated “We may have a new name, but we are not a start-up company. The name change speaks to our specialization and focus. Mid-tier financial institutions are stretching their available resources to accommodate increased inquiries, yet most continue to struggle with rising customer frustration and declining satisfaction levels. The industry is flooded with point solutions that are only providing temporary relief for a much bigger issue. Engageware’s self-service, appointment scheduling and knowledge management solutions, combined with the best technologies of our key partners, provide real, long-term results and offer the most complete set of integrated customer engagement solutions available anywhere.”

The TASBIA™ Bottom Line

TimeTrade Systems was acquired by Clearhaven Partners in 2020, providing a war chest, and the TimeTrade acquisition of SilverCloud completed in January 2021. Since that time, the combined entities known as “TimeTrade SilverCloud” have increased their targeting of the financial services industry. With this rebranding, there is a renewed focus on selling to mid-level banks, with messages that will allow the company to sell to C-level executives.

The rebranding may be a move to avoid being pigeon-holed as an appointment scheduling vendor, as the feature is downplayed throughout the site messaging. Notwithstanding the new brand, the site is lacking specifics, such as product functionality or details. The only call to action is to “Schedule an Appointment” which may be disappointing for some who are looking to learn before buying. For that, users would need to know to refer to the original TimeTrade and SilverCloud sites, which are not accessible from the new Engageware location.

Going forward it will be interesting to see how the two company’s solutions can be melded, and how they will provide a unified site and messaging that matches their new found mission of providing customer engagement solutions.

See Press Release, TimeTrade SilverCloud Is Now Engageware (July 28, 2021)