Org Group invests in HappyPath Labs to boost CX technology reach

Org Group has acquired a minority stake in Irish start-up HappyPath Labs, expanding its presence in the contact centre technology sector.

HappyPath Labs is recognised for its development of AI-powered, cloud-based systems designed to enhance customer service operations. The company's latest platform, Fizz, utilises artificial intelligence to analyse customer interactions across a range of technical environments, providing organisations with data to improve compliance, performance, and customer experience. Fizz is designed to function across various contact centre and communications systems, allowing it to be implemented in a wide range of industries with different regulatory requirements.

The investment by Org Group, which employs over 3,000 people in 13 countries, is set to support its ongoing innovation strategies while also helping HappyPath Labs scale up its operations. The collaboration builds on Org Group's existing focus areas of talent, technology, and customer experience services.

HappyPath Labs was founded in 2022 by Dave Hayes, Gavin Coakley, and Denis McCarthy, all of whom have backgrounds in operations, IT, and software development. The company works with organisations across several sectors, including telecommunications, utilities, financial services, healthcare, and logistics.

HappyPath Labs was recently awarded Best Start-Up at the 2025 Irish National Enterprise Awards, recognising its progress in the technology sector. The company is an accredited partner with Amazon Web Services, serving clients with complex and large-scale operational demands.

The funds from Org Group's investment are intended not only to accelerate HappyPath Labs' growth but also to enhance Org Group's own customer experience (CX) offerings. The partnership reflects Org Group's wider strategy of supporting businesses in redesigning their approaches to customer service in pursuit of tangible commercial outcomes.

Fizz platform

HappyPath Labs launched Fizz earlier this year, an AI-powered analytics and quality assurance tool designed to offer insight into customer interactions. The platform is agnostic, compatible with multiple contact centre and communications systems, which positions it to serve both regulated and non-regulated sectors.

Org Group previously partnered with HappyPath Labs during the beta phase of Fizz's deployment, and this relationship has now deepened with the investment.

Leadership views

Seb O'Connell, Chief Executive Officer of Org Group, highlights the rationale behind the partnership, referencing the capabilities of HappyPath Labs' technology and its compatibility with Org Group's approach.

"We are focused on realising organisational potential for our clients through the alignment of people, processes and technology. HappyPath Labs reflects this philosophy with solutions that enhance customer engagement and employee empowerment as the central elements of business success, using advanced technology to deliver measurable market outcomes. This partnership will accelerate HappyPath's growth while strengthening Org Group's ability to deliver lasting value for our clients."

Paddy Morrissey, Chief Revenue Officer of Org Group, pointed to the positive practical experiences Org Group has had with HappyPath Labs' solutions.

"We've experienced at first-hand how HappyPath Labs' solutions enable organisations to transform customer and employee experiences and boost business success. Combining HappyPath's next generation solutions with our proven expertise, this partnership will enable the company to expand its market presence, scale operations and accelerate product development, building further on its rapid growth trajectory."

Dave Hayes, Managing Director of HappyPath Labs, described the significance of Org Group's backing in supporting the company's expansion initiatives.

"Org Group's expertise, multinational reach in key markets, and focus on value-driven outcomes will help us scale with confidence while continuing to deliver positive change for organisations and their customers."

HappyPath Labs' founding team cites a shared motivation in bringing a new approach to the contact centre technology sector, leveraging their experience to offer services to businesses with complex needs. Their partnership with Org Group aims at further widening their impact across multiple industries and geographies.