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



May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
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.