Genesys Buys Speech and Text Analyst UTOPY

In the US, contact center software firm Genesys has agreed to acquire customer speech and text analytics specialist UTOPY. Terms of the deal were not disclosed.

Founded in 1999, UTOPY offers solutions to analyse consumer conversations and extract business information in order to help clients understand customer perceptions, needs and behaviour. Genesys says the acquisition will add customer interaction analytics to its own workforce optimization (WFO) solution, to enable clients to analyze all customer actions for key terms, business topics and sentiment.

Additionally, UTOPY's 'SpeechMiner' will be used to assess and retrieve customer interactions over multiple channels including voice, e-mail, chat and social media.

Paul Segre (pictured), President and CEO of Genesys, comments: '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. 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.'

The transaction is expected to close this quarter. Web sites: www.genesyslab.com and www.utopy.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.