In June 2014, Genesys and IBM formed a partnership which to insure that IBM’s Watson’s “cognitive computing” capabilities are integrated with Genesys’ Customer Experience (CX) platform.
Tag Archive for ‘Genesys’
Genesys has acquired the assets of social listening and analytics specialist Solariat for an undisclosed sum.
After years on the “acquisition candidate” short list, hosted conversational commerce specialist Angel has found a new corporate parent in Genesys, which has reached a definitive agreement to acquire the firm from Business Intelligence specialist MicroStrategy.
On November 15, Genesys formally launched a new packaging of its customer interaction platform (Genesys 8), bringing its efforts to “save the world from bad customer service” to companies with fewer than 300 seats in their contact centers.
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
Private equity firm Permira is poised finally to take Genesys Labs off of Alcatel-Lucent’s books.
At G-Force Melbourne, Alcatel urges companies to “make smartphones and the mobile Web tools for customers or prospects to define where, when and how to toggle from self-service to assisted service.”
Alcatel-Lucent has hired advisers to find companies that will acquire its Enterprise Business Unit. This part of the business sells office telephones, PBXs and network gear but, most importantly from Opus Research’s point-of-view, it is where Genesys Labs has come home to roost.
The main issue that both Genesys and Alcatel-Lucent was how the combined company will support third-parties.
“Social CRM” is an evolutionary link as the providers of contact center infrastructure embrace peer-to-peer communications, ratings and social networks.