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


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Acquisition accelerates company’s delivery of a world-class workforce
optimization solution

DALY CITY, Calif., January 29, 2013 – 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
• 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 optimization.”

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

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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