Nearshore Americas

Genesys Bolstering Cloud Portfolio with Interactive Intelligence Acquisition

Call-center software vendor Genesys has acquired Interactive Intelligence for US$1.4 billion, a deal analysts say is aimed at bolstering data analytics and cloud offerings.
California-based Genesys said the merger would lead to the creation of a larger company with a much broader reach.
In a statement, Genesys said that it would “significantly invest” in Interactive Intelligence’s entire portfolio, including PureCloud, Cloud Communications-as-a-Service (CaaS), and Customer Interaction Center (CIC), adding that both cloud and on-premise product portfolios will continue to be supported and offered to the marketplace, with significant R&D investment across the full product portfolio.
“This is a milestone transaction that combines industry-leading expertise and capabilities to enable lasting customer relationships, accelerate innovation and drive growth,” said Paul Segre, Chief Executive Officer at Genesys.
Interactive Intelligence, which mainly provides software that helps call center operators analyze data and improve customer service calls, counts Coca-Cola, Sony, and Kohl’s as some of its major customers.
Analytical tools are crucial assets for call center service providers, because they allow companies to delve into large amounts of data to spot fraud and fend off security threats.
More than anything else, an analysis of customer data provides insight into what the customers are looking for. In other words, these tools don’t simply provide support, but also follow people as they browse the web, arming companies with data they can utilize to sell more products and services.
Analysts say Genesys is also eyeing Interactive’s cloud offerings, which is gaining traction as businesses are increasingly moving their collaboration and customer experience environments to the cloud.
A recent Reuters’ report stated that Gensys is also looking to buy Avaya Inc’s contact center business for US$4 billion.

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Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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