Genesys to buy workforce optimization solutions provider UTOPY

Infotech Lead America: Customer service and contact center solutions provider Genesys is set to buy UTOPY, a provider of workforce optimization solutions.

The acquisition enhances Genesys’ delivery of workforce optimization (WFO) solution and strengthens contact center applications.

Paul Segre, president and CEO of Genesys

“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.”

UTOPY enables Genesys to transform customer service by using customer interaction analytics to analyze all interactions for key terms, critical business topics and customer sentiment.

Genesys says UTOPY’s SpeechMiner solution enables companies to optimize contact center performance by assessing and retrieving customer interactions over multiple channels including voice, e-mail, chat, and social media.

UTOPY will also assist Genesys to offer complete WFO suite, including workforce management, speech and text analytics, performance management, coaching and training, surveys, and quality management.

Roy Twersky, founder, chairman and CEO of UTOPY, said: “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.”

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