Contact Center M&A: Genesys Buys UTOPY


Contact center specialist Genesys will acquire workforce optimization company UTOPY, the company said Tuesday.

Founded in 1999, UTOPY offers speech and text analytics among other services, and Genesys plans to leverage its technology for improving customer interactions. Genesys now offers a complete workforce optimization "suite," from workforce management to quality management, speech analytics and surveying.

"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," Paul Segre, Genesys president and CEO, said in a statement. "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."

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Financial terms of the deal weren't provided, though Genesys expects it to close in the first quarter of 2013.

Genesys was sold to private equity investors Permira and Technology Crossover Ventures by former parent Alcatel-Lucent for $1.5 billion last fall, and became officially independent Feb. 1, 2012. In July 2012, it acquired Brazilian IVR specialist LM Sistemas to bolster its position in Latin America.

PUBLISHED JAN. 29, 2013