InIn now in Genesys

Customer service tech specialist Genesys has acquired rival firm Interactive Intelligence for about US$1.4bn.

Interactive Intelligence pioneered software-as-a-service for the call centre and customer service capers, adding unified comms and telephony along the way. The company brings in about $400m a year.

The two companies are proclaiming an intention to become omnichannel customer service titans that make dealing with businesses a delight across any medium. Or in other words: “Your Slack message is important to us: type @sales for sales, type @support for support.”

The acquisition comes after strong rumours that Genesys was sniffing about Avaya's customer service bits. Avaya's not surged markedly since going private a decade ago, and it was felt Genesys buying some of the company could help its private equity owners pay down some debt. ®