Gartner Research

Genesys' New Ownership and Its Acquisition of Utopy and Angel Will Enhance Its Viability

Published: 24 July 2013

ID: G00250009

Analyst(s): Drew Kraus, Jim Davies

Summary

Operating as a stand-alone company under a new owner, Genesys is becoming more viable and is likely to re-establish itself as a leading best-of-breed player. Contact center purchasers should evaluate Genesys for workforce optimization capabilities, in addition to contact center infrastructure.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Following its acquisition from Alcatel and the resultant increase in the availability of finances for R&D, sales, marketing and technology acquisition, Genesys' viability has been enhanced
  • Genesys' acquisition of Utopy provides a speech analytics platform and complementary agent evaluation and training capabilities that will enhance its workforce optimization solution
  • Genesys' acquisition of Angel adds cloud experience from data center operations to pricing/packaging/offering management; the ability to leverage Angel in a hybrid on-premises/cloud offering will be a differentiator

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