SHARE



ABOUT THE AUTHOR


Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>
SHARE



Sheila McGee-Smith | February 04, 2013 |

 
   

Genesys Acquires Customer Interaction Analytics Firm UTOPY

Genesys Acquires Customer Interaction Analytics Firm UTOPY Another avenue into the enterprise contact center for Genesys.

Another avenue into the enterprise contact center for Genesys.

Last week Genesys announced a definitive agreement to acquire privately-held customer interaction analytics firm UTOPY. While financial details of the transaction were not disclosed, since its founding in 1999 the company has raised over $28 Million in financing from both Silicon Valley and Israeli-based venture capital firms. In addition, UTOPY has received funding from a number of private investors, including current and former executives of Deutsche Bank, Genesys, Octel, and Universal.

UTOPY has 37 employees (10 of these in Israel), all of whom will be joining Genesys. The employees will be integrated from the outset, with the engineers reporting to engineering and sales people reporting to sales, etc.

Why is UTOPY a good fit for the new Genesys? I had the opportunity to have this question answered during an interview with Eric Tamblyn (VP, Global Innovations) and Jim Georgiou (Director of Product Management for Workforce Optimization, WFO) of Genesys.

* Genesys first made its mark in the contact center world for being able to work in conjunction with third-party communications infrastructure (Avaya and Nortel in the past, Cisco and Microsoft Lync more recently). Tamblyn reports that UTOPY has always had a similar agnostic approach; the solution can and does work with multiple recording vendors, e.g., NICE, Verint and even the relatively new MediaSense from Cisco.

* When Genesys purchased Telera and acquired what is now the Genesys Voice Portal, it opened up a new avenue into accounts--those just looking to replace the dated IVR. Genesys was able to use GVP as a Trojan horse; Tamblyn reports some very significant customers converted to the full Genesys suite after starting with just the voice portal. He went on to say that Genesys will use a similar sales strategy with UTOPY's solutions; offer them as a stand-alone product while exposing the customer to the entire Genesys value proposition.

* Genesys believes the acquisition of UTOPY rounds-out their WFO suite. UTOPY will add speech and text analysis of customer conversations that in the past required partner involvement. Genesys Workforce Management can replace a WFM solution that UTOPY had been OEMing to complete its suite. Tamblyn says that "very quickly," a UTOPY "U Connector" will be built to the Genesys Quality Management solution, allowing for tight integration with the Genesys suite.

UTOPY has 17 customers. Some of these are joint Genesys accounts but more are seen as new opportunities for Genesys to sell their full suite. In addition to existing customers, Tamblyn describes several joint deals in the funnel, a funnel he describes as growing every day, quite literally.

The UTOPY acquisition was announced during the Genesys annual Sales Kickoff. Tamblyn says he was a very popular guy at the meeting, with sales people in the middle of deals wanting to discuss adding UTOPY solutions to the bid ASAP. Planned or unplanned, sounds like a great announcement strategy.

Final note: At Enterprise Connect 2013 in Orlando, the final session of the Contact Center track is Emerging Tools for the Contact Center-Social & Analytics. We're working on adding a Genesys/UTOPY speaker to a panel that already includes Avaya, NICE, Cisco and Siemens.





COMMENTS



Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Special Offer - Save $200 Off Advance Rates

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

February 22, 2017

Sick of video call technology that make participants look like they're in the witness protection program? Turns out youre not alone. Poor-quality video solutions can give users an unprofessional ap

February 7, 2017

Securing voice communications used to be very simple since it was generally a closed system. However, with unified communications (UC) you no longer have the walled protection offered by a dedicate

February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.