SYS-CON MEDIA Authors: Kevin Benedict, Gilad Parann-Nissany, Michael Bushong

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Genesys Acquires Ventriloquist to Extend Cloud-Based Customer Experience Offerings

Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that it has acquired Ventriloquist Voice Solutions International (www.vvsii.com). The Ventriloquist solution brings additional scale and reach to the Genesys cloud-based proactive communications offerings, which help companies to deliver persona-based, branded customer interactions over voice, SMS, email, and mobile to improve the customer experience. Ventriloquist is an existing partner of Genesys with a substantial installed base of customers in Canada and the U.S.

As companies look for new ways to differentiate their customer experience, the ability to personalize e-mail, mobile and customer interactions becomes a critical differentiator. With the Genesys Proactive Customer Communications solution, organizations communicate with their customers in a highly effective, interactive, and personalized manner that delivers positive brand impressions. Today, Genesys Proactive Customer Communications delivers over two billion messages annually in 30 countries for more than 350 customer experience leaders.

By acquiring Ventriloquist, Genesys brings additional scale and technical expertise to its proven proactive communications solution, which also includes the capabilities from SoundBite Communications, acquired in July 2013. Genesys Proactive Customer Communications delivers cloud-based mobile marketing, payments, collections, and other proactive customer service solutions to enterprises.

“Customer experience leaders worldwide are looking for more and more ways to personalize proactive customer communications that eliminate the need for unnecessary customer interactions,” said Reed Henry, Chief Marketing Officer at Genesys. “Genesys Proactive Customer Communications solutions allow customers to receive information in their preferred manner and only when needed, which makes them more likely to be a vocal advocate and promoter.”

“Genesys (now including SoundBite Communications) has been a great partner through the years,” said J. Peter Hunt, President of Ventriloquist Voice Solutions International. “The acquisition is a great outcome for our customers since they now will have access to the full suite of Genesys offerings, not just proactive communications.”

About Genesys

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions. Genesys is one of the ten largest private software companies in the world. Controlling interest in Genesys is held by Permira Funds (www.permira.com) with participation from Technology Crossover Ventures (www.tcv.com).

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