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Genesys Targets Key Brazil Markets with the Acquisition of IVR Service Provider

Genesys Targets Key Brazil Markets with the Acquisition of IVR Service Provider

July 18, 2012
By Rajani Baburajan, TMCnet Contributor

Genesys (News - Alert), a provider of customer experience solutions, announced it has acquired Interactive Voice Response (IVR) provider LM Sistemas to expand to key self-service markets in Brazil.


LM Sistemas is based in Sao Paulo with data center sites across Brazil. The company has set a revolution in the self-service market in Brazil with its full-service IVR offering for managing and delivering self-service.

The acquisition complements and expands Genesys presence in Brazil and greater Latin America, which is a key growth market for the company. It expands Genesis voice self service solutions to include world-class applications and management capabilities.

"Today's announcement marks a significant step in the Genesys growth strategy, bringing unique best practices in-house, while aggressively expanding our presence in Brazil and Latin America," said Paul Segre (News - Alert), president and CEO, Genesys, in a statement. "With its unique business model and highly talented team, LM Sistemas has truly changed the game in self-service. Together we are looking to extend the transformative LM experience to a full multi-channel and cross channel approach."

The acquisition also adds 160 LM Sistemas employees to Genesys in Brazil. The addition of these self-service experts is expected to more than triple the number of Genesys people serving customers in this growing market.

LM Sistemas has adopted a low to no up-front fees or infrastructure investment model that combines voice application best practices with technology for a unique and branded customer experience. LM Sistemas' innovative voice applications increase end customer adoption and bring new levels of engagement to self-service, according to Genesys.

"We are honored to become a part of Genesys and deliver even better products and services for our customers in Brazil, while also taking our innovations to new markets worldwide," said Alexandre Bichir, CEO, LM Sistemas, in a statement.

"The Genesys vision around bringing conversations to today's customer experience is a perfect match for the value LM Sistemas brings to self-service,” Bichir added. “We now have the backing and experience of a global leader to take LM Sistemas to the next level of growth and success."

LM Sistemas’ clientele includes SKY Brazil, the largest satellite TV services in South America; NET (News - Alert) Servicos, Latin America's largest multi-service cable company, offering pay TV, broadband internet access and voice services through a single cable; and Embratel, a major Brazilian telecommunications company.

Following the acquisition, LM Sistemas will operate under the Genesys brand immediately.

Today customers demand not only the availability of self-service options, but the availability of them at all time, says a recent news item in TMCnet. The article also highlights some principles to building your own successful customer self-service. Read the full report here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Amanda Ciccatelli



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