GoResponse Telephone Answering Service Staff

Interactive Intelligence to be acquired by Genesys

Protect cloud computing dataIt has been revealed that a definitive agreement has been entered into by Interactive Intelligence and Genesys. The new partnership will see cloud and on-premises solutions firm Interactive Intelligence acquired by omnichannel customer experience expert Genesys for an estimated $1.4bn. The move should lead to the creation of powerful new tools, allowing brands to boost their customers’ experiences.

Both firms have supplied the call centre industry with innovative and forward-thinking tools that enable firms to remain competitive in the modern market. By utilising Interactive Intelligence’s expertise in cloud solutions, Genesys should be able to continue heading toward its goal of offering the world’s best customer experiences across all channels. Indeed, Gartner has already recognised both firms as having best-in-class capabilities. This suggests that by merging and making use of the best solutions each firm has to offer, the world’s telephone answering services can be provided with even more powerful tools.

Genesys Chief Executive Officer Paul Segre explained: “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.”

Segre added that the firm would invest significantly to ensure solutions like Cloud Communications-as-a-Service, PureCloud and Customer Interaction Center have continued momentum.

Even though the agreement has yet to be approved by both regulators and Interactive Intelligence’s own shareholders, the transaction should be completed by the end of the year.

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