Genesys & Interactive Intelligence Acquisition Is Complete

Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more industries and more countries – over any channel in the cloud and on premises. The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year. Genesys will continue to offer support and invest in best-in-class solutions, including PureCloud®, Communications as a Service℠ (CaaS) and Customer Interaction Center™ (CIC), in addition to our core Genesys products.

In terms of how the company is run, Paul Segre will continue to serve as CEO, providing leadership that best supports the needs of customers, partners and employees. Genesys will maintain its headquarters in Daly City, as well as key offices in Indianapolis, Indiana and Durham, North Carolina.

This acquisition is one of many that are being seen in the customer service and customer experience world. It gives Genesys a larger customer base and integrates many of the features and functions Interactive Intelligence brought to the table. As customer experience becomes one of the most important differentiators in a brand’s overall experience, choosing the right vendor to deliver on complex customer service and customer experience interactions will be key. While there are vendors that are part of a larger marketing, sales and service suite, there are other vendors who remain focused on the customer service marketplace. Time will tell how organizations see the need to go with solutions that service part of an organization vs having the capability to connect to the back office as well as other lines of business.

Below is a snapshot of Genesys’s capabilities:

Overview of Genesys

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

www.constellationr.com

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Constellation ShortList™ Customer Service and Contact Center Software

Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to provide the best capabilities to drive leading customer service.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g., phone, tablet, email, chat, text, website, Facebook, other social networks). These offerings can effectively manage inbound communication for increased first-contact resolution, in addition to providing co-browse capabilities to allow visual communication for quicker query resolution. Additionally, they can support the reduction of cart abandonment and increase customer satisfaction with in-cart assistance. This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes.

The software also creates seamless, online experiences with a knowledge base that learns from every interaction, enabling them to match content to consumer intent, which results in higher conversion rates. The top solutions also provide smart customer self-service, allowing customers to help themselves by fostering peer-to-peer support communities and eliminating the need to reach out to the contact center.

Constellation considers the following key criteria for these solutions: Self-service capabilities, case management, natural language processing for knowledge management and search, omni-channel and device customer journeys, mobile customer service and self service, queuing and routing, workforce optimization, predictive and prescriptive rules and advice, next-best action, natural scripting, customer feedback collection capabilities, IVR, visual IVR, inventory optimization, mobile enablement, social and digital engagement simplified user design (UX/UI), reporting and customer analytics, integration to IoT (Internet of Things) platforms and devices, data dashboard and data visualization.

Each Constellation ShortList evaluation will be updated every 90 days as needed. Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.

The ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. The Shortlist includes:

  • Aspect
  • Avaya
  • Cisco
  • Genesys
  • inContact
  • Interactive Intelligence
  • Oracle
  • Salesforce
  • Verint.

For more information about the ShortList, please visit the Constellation Research site.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.

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Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for  communications and collaboration, are entering into a definitive agreement. In this agreement  Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 billion.

How Will This Affect You and Your Customers?

The transaction will accelerate Genesys’ mission of powering customer experiences at scale, anytime, anywhere – over any channel and device, in the cloud and on-premise. Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments. So together, the combined company will provide a broad customer experience solutions globally for organizations of all sizes across a range of industries.

If you are wondering about their commitment to accelerate innovation and R&D,  Genesys has explained they are committed to accelerate innovation in the customer experience market, with more than $1.3 billion in revenue and annual R&D spend approaching $200 million.
Notes From The Executives

Paul Segre, Chief Executive Officer, Genesys offered, “This is a milestone transaction that combines industry-leading expertise and capabilities to enable lasting customer relationships, accelerate innovation and drive growth. Our combined product portfolio will provide the broadest set of transformative customer experience solutions optimized for customers of all sizes and sophistication levels, available both in the cloud and on-premise. We will significantly invest across the entire Interactive Intelligence product portfolio to support the continued momentum of PureCloud®, Cloud Communications-as-a-Service℠ (CaaS) and Customer Interaction Center™ (CIC), in addition to the rich portfolio of products offered by Genesys today. We are excited to work with the Interactive Intelligence team to deliver even greater innovation and value to our global customers and partners.
Dr. Don Brown, Chairman, President and Chief Executive Officer, Interactive Intelligence explained their position by saying, “We have been working for the past 22 years to build an outstanding company with innovative, disruptive technology solutions that transform businesses. I am confident that our agreement with Genesys, which follows a careful evaluation of strategic alternatives, provides Interactive Intelligence shareholders with immediate and significant value, and will deliver meaningful benefits to our customers, partners and employees. The combination of Genesys and Interactive Intelligence provides a complete portfolio to address all market segments by combining Interactive Intelligence’s PureCloud, Cloud Communications-as-a-Service (CaaS), and Customer Interaction Center (CIC) with Genesys’ offerings. I am excited for the combined company to continue to grow and meet the needs of organizations around the world.

What Does This Mean to You

Customer experience here to stay. It is the one competitive differentiator that a brand can’t ignore. Customers either have a great experience, over many touch points over the time they spend with a brand or they don’t. If they don’t, often don’t return. The question is what solution(s) will your brand use to affect their experience of doing business with your brand? Many choices for sure.

@drnatalie petouhoff,
VP and Principal Analyst, Constellation Research

Covering Customer Experience

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