Genesys Telecommunications Laboratories, an Alcatel-Lucent firm, 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.