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[January 30, 2013]
Genesys Agrees to Acquire UTOPY in a Deal that Transforms Customer Service with Actionable Customer Interaction Analytics
Jan 30, 2013 (M2 PRESSWIRE via COMTEX) -- Genesys, a leading provider of customer service and contact centre solutions, today announced it has signed a definitive agreement to acquire UTOPY. UTOPY delivers workforce optimisation solutions, including industry-leading speech and text analytics and innovative voice of the customer applications. The acquisition accelerates Genesys delivery of a complete workforce optimisation (WFO) solution and strengthens the companys integrated suite of contact centre applications. With the addition of UTOPY, Genesys transforms customer service by using customer interaction analytics to analyse 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 resolution.
Key Facts: Transforms Customer Service with Actionable Customer Interaction Analytics With UTOPYs award-winning SpeechMiner solution, companies can optimise contact centre 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 todays contact centre manager new levels of insight to optimise 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 centre agents and back office workers.
Strengthens Genesys Integrated Contact Centre Suite Built on the industry-leading Genesys Customer Interaction Management Platform, the newly enhanced Genesys WFO solution is part of the companys integrated suite of contact centre 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 industrys first speech analytics solution in 2002.
Today, the company is a leading provider customer interaction analytics for voice of the customer applications and workforce optimisation in the contact centre.
The transaction is expected to close in the first quarter of 2013.
Financial terms will not be disclosed.
Supporting Quotes: UTOPYs 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, 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 centres, 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 optimisation.
About UTOPY UTOPY provides award-winning Voice of the Customer and Contact Centre Workforce Optimisation solutions powered by Customer Interaction Analytics. UTOPY offers the only contact centre business applications completely driven by Interaction Analytics. For more information, please visit www.UTOPY.com or www.speechanalytics.com].
About Genesys: Genesys is the worlds leading provider of customer service and contact centre software and services with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive todays new customer conversation. Genesys software directs more than 100 million interactions every day from the contact centre to the back office, helping companies deliver fast, simple service and a highly personalised cross-channel customer experience.
Genesys software also optimises processes and the performance of customer-facing employees across the enterprise.
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