Genesys swoops for workforce optimisation provider UTOPY

31st Jan 2013

Customer service and contact centre solutions firm Genesys has penned a deal to buy workforce optimisation (WFO) solutions provider UTOPY.

Founded in 1999, UTOPY provides speech and text analytics and voice of the customer (VoC) applications. Its flagship SpeechMiner solution enables call centres to automatically assess and retrieve customer interactions over multiple channels including voice, email, chat, and social media, delivered via a web-based dashboard.

With the acquisition, Genesys said it intends to accelerate the delivery of its WFO suite and strengthen the company’s integrated suite of contact centre applications.

Financial terms of the deal were not disclosed.

Paul Segre, president and CEO of Genesys, said of the deal: “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. 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.”

Roy Twersky, founder, chairman and CEO of UTOPY, added: “We are thrilled to be joining Genesys, the undisputed leader in customer service and contact centres. 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.”

The acquisition is expected to close in the first quarter of 2013.

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