Contact Center Solutions Featured Article

Genesys Telecommunications Laboratories has acquired Informiam LLC, a privately held company, and a pioneer in software that optimizes customer service operations through real-time business performance management. Genesys Telecommunications will expand its portfolio of reporting and analytic software with this acquisition. Headquartered in Atlanta, Georgia, Informiam employs a total of 45 people. The company employs R&D staff based in Toronto, Canada as well. Financial terms of this acquisition are not being disclosed and they do not have a material financial impact on Alcatel-Lucent, parent company of Genesys. As of now, the company has said that Informiam will become a business unit within Genesys and will be part of the Enterprise Business Group.

 

Reporting and analytics is a critical area for Genesys as the company can support unified service centers that improve the strategic value of customer service operations and optimize operations with this. For most companies, the challenge is to balance a variety of needs and improve customer experience, increase agent productivity and satisfaction and increase revenue. Since Informiam is an open system, it is compatible with a wide variety of contact centers.

 

Paul Segre, Genesys CEO, said in a company press release, “In customer service, most organizations understand the advantage of having better insights to manage their operations in real-time. However, these are complex environments where it is difficult to quickly identify problems and potential improvements, and take immediate action to sustain service levels. By adding Informiam, Genesys creates a unique set of solutions that deliver this insight and level of control.”

 

With Informiam’s product suite, big companies can proactively manage their customer service operations. The software is useful to agents, supervisors, and business managers as it analyzes operational data in real-time and synthesizes it into actionable information. Some of the advantages of Informiam’s product suite are reduction in issue identification time by up to 90%, helping contact centers to achieve service levels without adding staff, providing a unified view of all contact center operations, and improving revenue by minimizing business interruptions.

 

-----