Genesys Telecommunications Laboratories, anAlcatel-Lucentfirm, has acquired
Informiam LLC, a pioneer in software that optimises customer
service operations.
Informiam provides real-time business-performance management in
contact centres. The acquisition expands the Genesys portfolio
of reporting and analytical software.
US-based Informiam will become a business unit within UK-based
Genesys, and will be part of the Enterprise Business Group. The
value of the acquisition has not been disclosed.
Informiam's product suite helps large enterprises to manage
their customer service operations. The software analyses
operational data in real-time and turns it into usable information
tailored to the role of the user, including agents, supervisors,
and business managers.
Informiam software is designed to reduces issue identification
time by up to 90%, enabling the contact centre to achieve service
levels without adding staff, improve revenue by minimising business
interruptions, and provide a unified view of all contact centre
operations.