|[January 29, 2013]
Genesys Agrees to Acquire UTOPY in a Deal that Transforms Customer Service with Actionable Customer Interaction Analytics
DALY CITY, Calif. --(Business Wire)--
Genesys, a leading provider of customer service and contact center
solutions, today announced it has signed a definitive agreement to
acquire UTOPY (News - Alert). UTOPY delivers workforce optimization solutions,
including industry-leading speech and text analytics and innovative
voice of the customer applications. The acquisition accelerates Genesys' (News - Alert)
delivery of a complete workforce optimization (WFO) solution and
strengthens the company's integrated suite of contact center
applications. With the addition of UTOPY, Genesys transforms customer
service by using customer interaction analytics to analyze all
interactions for key terms, critical business topics and customer
sentiment, identifying those that need immediate action and then routing
the customer to the optimal agent, back office worker or manager for
Transforms Customer Service with Actionable Customer Interaction
Analytics - With UTOPY's award-winning SpeechMiner® solution,
companies can optimize contact center performance by automatically
assessing and retrieving customer interactions over multiple channels
including voice, e-mail, chat, and social media. Web-based dashboards
enable ongoing visibility across all channels and agents, giving
today's contact center manager new levels of insight to optimize their
workforce and improve customer service.
Completes Genesys WFO Suite - With the addition of UTOPY,
Genesys now offers a complete WFO suite, including workforce
management, speech and text analytics, performance management,
coaching and training, surveys, and quality management. Genesys WFO is
designed to improve the performance and satisfaction of contact center
agents and back office workers.
Strengthens Genesys Integrated Contact Center Suite - Built on
the industry-leading Genesys Customer Interaction Managemnt Platform,
the newly enhanced Genesys WFO solution is part of the company's
integrated suite of contact center applications, offering customers a
solution that will scale with their expanding needs and provide
additional capabilities and applications in the future.
Founded in 1999, UTOPY is a pioneer in the customer interaction
analytics market, releasing the industry's first speech analytics
solution in 2002. Today, the company is a leading provider customer
interaction analytics for voice of the customer applications and
workforce optimization in the contact center.
The transaction is expected to close in the first quarter of 2013.
Financial terms will not be disclosed.
"UTOPY's speech and text analytics is second to none and we are excited
to bring both its cutting-edge technology and talented team into
Genesys," said Paul Segre (News - Alert), President and CEO of Genesys. "The combined
power of UTOPY with Genesys' interaction routing enables companies to
accurately and efficiently identify customer issues and take immediate
action to resolve them."
"We are thrilled to be joining Genesys, the undisputed leader in
customer service and contact centers," said Roy Twersky, Founder,
Chairman and CEO of UTOPY. "UTOPY empowers companies by delivering
unprecedented levels of customer interaction intelligence. We can now
bring this intelligence into the Genesys environment to deliver
companies a truly ground-breaking solution for workforce optimization."
UTOPY provides award-winning Voice of the Customer and Contact Center
Workforce Optimization solutions powered by Customer Interaction
Analytics. UTOPY offers the only contact center business applications
completely driven by Interaction Analytics. For more information, please
Genesys is a leading provider of customer service and contact center
solutions. With more than 2,000 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day
across the contact center and back office, helping companies deliver
fast and optimal levels of customer service with a highly 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
and satisfaction of customer-facing employees across the enterprise.
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