Genesys Acquires Informiam

Alcatel-Lucent’s Genesys Telecommunications Laboratories said Tuesday it has acquired Informiam LLC, a privately held software company that optimizes customer service operations through real-time business performance management.

The move expands the Genesys portfolio of reporting and analytic software and the acquisition extends Alcatel-Lucent's investment to grow its enterprise business, the company said. Financial terms of the cash transaction were not disclosed and do not have a material financial impact on Alcatel-Lucent.

Informiam will become a business unit within Genesys and will be part of the Enterprise Business Group. Informiam is headquartered in Atlanta with R&D staff based in Toronto. It employs 45 people.

Informiam's products help enterprises proactively manage their customer service operations. The software analyzes operational data and synthesizes it into actionable information tailored to the role of the user, including agents, supervisors and business managers.

Genesys said it sees reporting and analytics as a critical area to support Dynamic Contact Centers – unified service centers that improve the strategic value of customer service operations, and automatically optimize operations.

Informiam is an open system that is compatible with a variety of contact centers.

Alcatel-Lucent www.alcatel-lucent.com
Genesys Telecommunications Laboratories http://www.genesyslab.com
Informiam LLC http://informiam.com