Genesys Adds Gamification through nGUVU Acquisition

Montreal-based contact center software firm Genesys has acquired machine learning and behavioral analytics company nGUVU, for an undisclosed sum.

nGUVU offers an employee engagement platform for contact centers, and its nGAGEMENT solution uses gamification, recognition and social media concepts to encourage call center agents to self-manage, building (the firm says) on the human desire for competition, collaboration and achievement. The deal will add gamification to Genesys' own workforce engagement management (WEM) suite, which also includes tools for resource management, quality assurance and compliance.

According to the firms, their combined solutions will enable businesses to improve employee engagement, customer experiences, and staff retention, while making cost savings. Tony Bates (pictured), CEO of Genesys, comments: 'We are bringing nGUVU into the Genesys family to help organizations positively influence employee behavior and performance through gamification. This acquisition offers yet another proof-point that Genesys is ready to support the next generation of the world's workforce'.

Web sites: www.genesys.com and www.nguvu.com .