Genesys Agrees to Acquire UTOPY in a Deal that Transforms Customer Service with Actionable Customer Interaction Analytics

Tue Jan 29, 2013 8:30am EST

* Reuters is not responsible for the content in this press release.

Acquisition accelerates company`s delivery of a world-class workforce
optimization solution 
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. UTOPY
delivers workforce optimization solutions, including industry-leading speech and
text analytics and innovative voice of the customer applications. The
acquisition accelerates Genesys` 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 resolution. 

Key Facts:

* 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 Management 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.

Supporting Quotes:

"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. "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


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 visit or 

About Genesys

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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