Customer service and contact centre solutions firm Genesys has penned a deal to buy workforce optimisation (WFO) solutions provider UTOPY.Founded in 1999, UTOPY provides speech and text analytics and voice of the customer (VoC) applications. Its flagship SpeechMiner solution enables call centres to automatically assess and retrieve customer interactions over multiple channels including voice, email, chat, and social media, delivered via a web-based dashboard.With the acquisition, Genesys said it intends to accelerate the delivery of its WFO suite and strengthen the company’s integrated suite of contact centre applications.More...
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