Self- and multichannel customer service is driving most customer service conversations these days, providing new levels of engagement. A well-known provider of customer service and contact center solutions, Genesys (News - Alert) has decided to acquire Angel Inc., a provider of cloud-based Customer Experience (CX) solutions for Interactive Voice Response (IVR) and Contact Centers.
“The Angel acquisition complements Genesys' digital customer service strategy to offer powerful self-service applications in the cloud — ones that are both easy to manage and deploy,” Paul Segre (News - Alert), CEO at Genesys, told TMCnet in an exclusive interview.
With the Angel platform, organizations can quickly deploy self-service IVR, SMS, chat and mobile applications to support their customers’ self-service needs. Angel’s solutions are built on an on-demand, SaaS (News - Alert) platform and require no investment in hardware, software or human resources. Angel also focuses on consumer-facing businesses with applications for industries, including banking, healthcare, retail, pharmaceutical, media, travel, technology, higher education and government.
The applications include collecting survey responses, tracking support tickets and notifying customers of order statuses, which include embedded business intelligence dashboards for real-time decision-making.
Acquiring Angel expands Genesys’ footprint in the mid-market and provides them with the SaaS sales and marketing expertise it needs to be successful.
“With Angel solutions integrated into the product portfolio, Genesys can offer cloud-based, mobile and self-service customer experience solutions that are backed with business intelligence analytics to improve real-time decision making,” Dave Rennyson, president of Angel, told TMCnet in exclusive interview. “Customers will now have even more flexibility to design and deploy a customer experience strategy that is specifically tailored to their business needs and puts the customer first.”
Today, Angel maintains a customer base of over 800 business accounts, including some of the most recognized brands and a large number of mid-market customers. The company has pioneered self-service contact center offerings with a point-and-click, graphical configuration interface intended for the business user, which altered the traditional, script-based IVR platforms meant for back office programmers.
Meanwhile, with more than 2,200 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver optimal levels of customer service with a personalized cross-channel customer experience.
Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance of employees.
“This acquisition will further accelerate Genesys’ ability to drive extraordinary value customer experiences for both existing and new clients. Angel’s SaaS expertise and cloud-based customer experience products, complement Genesys’ hosted and on-premise call center solutions to create a powerful offering that enhances the customer experience,” commented Rennyson.
Angel’s cloud use has transformed the self-service contact center market making it available to the largest of enterprises and smallest of businesses, so it is no surprise that the company is bringing this expertise to the Genesys self-service portfolio for enterprise and mid-market customers.
“The combined power of Genesys and Angel will transform cloud-based self-service contact center solutions for businesses of all sizes around the globe,” said Segre.
In fact, with the addition of the Angel, annual recurring cloud-based revenue is expected to exceed $85 million, making Genesys a leading player in the Cloud Contact Center-as-a-Service market.
Dave Rennyson, president of Angel, said, “Our innovative platform and go-to-market strategy combined with Genesys’ technical leadership and worldwide channel reach will further accelerate our ability to drive extraordinary value and excellent customer experiences for both our existing and new clients.”
Companies across the globe want customer service and contact center solutions that are both easy-to-deploy and manage. Segre added, “Genesys has solidified its market position to help enterprise and mid-market customers across the globe deliver an exceptional customer experience through self-service and multichannel applications in the cloud.”
Edited by Braden Becker