Genesys to acquire provider of cloud-based self-service contact center solutions Angel

Infotech Lead America: Genesys has reached a definitive agreement with MicroStrategy Incorporated, a leading worldwide provider of business intelligence (BI) and mobile software, to acquire its subsidiary Angel.com Incorporated.Angel is a leading provider of cloud-based self-service contact center solutions which  focuses on consumer facing businesses with pre-packaged applications for target industries, including banking, healthcare, retail, pharmaceutical, media, travel, technology, higher education, and government. The Angel platform enables organizations to quickly deploy self-service interactive voice response (IVR), SMS, chat, and mobile applications and supports their customers’ self-service needs.

Angel’s solutions are built on an on-demand, software-as-a-service (SaaS) platform,  requiring no investment in hardware, software, or human resources. Their extensive  range of applications includes collecting survey responses, tracking support tickets and notifying customers of order statuses and refills. These applications include embedded best-in-class drillable business intelligence dashboards for better real-time decision-making.

Angel ’s point-and-click, graphical configuration interface intended for the business user altered the traditional, script-based IVR platforms intended for back office programmers.  Angel’s use of the cloud transformed the economics of the self-service contact center market and made it available to the largest of enterprises and smallest of businesses.

Angel brings this leadership to the Genesys self-service portfolio for both enterprise and mid-market customers. With the addition of the Angel business, annual recurring cloud-based revenue is expected to exceed $85 million, making Genesys a leading player in the cloud contact center-as-a-service market.

Angel maintains a customer base of over 800 business accounts. Its customer base includes some of the world’s most recognized brands and a large number of mid-market customers.

Genesys to buy workforce optimization solutions provider UTOPY

In January 2013, Genesys announced its plan to buy UTOPY, a provider of workforce optimization solutions. The acquisition enhances Genesys’ delivery of workforce optimization (WFO) solution and strengthens contact center applications.

editor@infotechlead.com