There have been a number of technologies that have led to the transformation of the contact center. Once a place to make and take telephone calls, today’s call center is a full-service multimedia customer contact node that services customers via their channel of choice, making the most of each interaction. To better optimize their operations, many contact centers have turned to analytics to streamline processes, boost revenue and improve customer satisfaction and retention.
As a result, companies with native analytics solutions have been popular targets of acquisition by companies with broad contact center technology platforms. Today, contact center solutions provider Genesys is announcing that it has signed a definitive agreement to acquire workforce optimization technology company UTOPY.
UTOPY delivers workforce optimization solutions, including speech and text analytics and as well as “voice of the customer” applications. The acquisition is expected to accelerate Genesys’ delivery of a complete workforce optimization (WFO) solution and strengthen the company’s integrated suite of contact center applications. With the addition of UTOPY, Genesys says it can transform 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 resolution.
UTOPY’s flagship SpeechMiner solution helps 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.
“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, president and CEO of Genesys, in a statement. “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.”
The transaction is expected to close in the first quarter of 2013. Financial terms will not be disclosed.
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