Genesys, a leading provider of customer service and contact center solutions, announced it has closed its transaction with MicroStrategy Incorporated, a leading worldwide provider of business intelligence (BI) and mobile software, to acquire its subsidiary Angel.com Incorporated.
Genesys also recently closed its transaction to acquire Utopy, a leading provider of workforce optimization solutions, including industry-leading speech and text analytics and innovative voice of the customer applications.
Angel is a leading provider of cloud-based self-service contact center solutions.
With the Angel platform, organizations can quickly deploy self-service interactive voice response (IVR), SMS, chat, and mobile applications to support their customers’ self-service needs.
The acquisition of Utopy 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 now provides industry-leading customer interaction analytics to analyze all interactions for key terms, critical business topics and customer sentiment combined with the ability to take immediate action by routing the customer to the optimal agent, back office worker or manager for resolution.
