Genesys Cements Course With Acquisitions of SDE and Conseros (Analyst Opinion)

Introduction

Genesys announced the acquisitions of SDE and Conseros. These two acquisitions are consistent with Genesys's stated plan to extend its customer service solutions beyond the contact center by unifying customer touchpoints across a variety of channels and integrating expertise from other departments of the enterprise.

Scope

• The solutions developed by SDE and Conseros already complement many Genesys products.
• Inheriting this complementary technology allows Genesys to integrate its technology more fully and provide higher value to enterprise customers.
• It remains to be seen whether Genesys's customers will be receptive to its newly integrated products.

Highlights

These two acquisitions are consistent with Genesys's stated plan to extend its customer service solutions beyond the contact center by unifying customer touchpoints across a variety of channels and integrating expertise from other departments of the enterprise.

Reasons to Purchase

• Gain insight about a recent development within the industry.
• Learn how SDE and Conseros complement Genesys's customer service agenda.