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IVR - Genesys Expands Presence in Latin America through Acquisition
IVR
July 06, 2012

Genesys Expands Presence in Latin America through Acquisition



By Madhubanti Rudra, TMCnet Contributor

With a goal to expand its presence in key Latin American markets, Genesys (News - Alert), the global provider of customer service and contact center software and services, recently acquired LM Sistemas, a Sao Paolo, Brazil-based provider of self service applications and services, for an undisclosed amount. LM Sistemas will operate under the Genesys brand immediately.


Self-service has become a very critical component of the overall customer experience and both contact centers and their customers are adopting new and more engaging applications. LM Sistemas delivers full-service IVR offering for managing and delivering self-service and has a leading presence in Brazil’s Interactive Voice Response (IVR) market. The company designs, delivers, monitors and optimizes the entire self-service application and related infrastructure for its customers. Its innovative voice applications have been designed to increase end customer adoption and bring new levels of engagement to self-service, according to a press release. Companies benefit through an enhanced brand, a better customer experience, and increased automation rates, but without an exorbitant upfront cost or infrastructure investment.

As a result of the acquisition of LM Sistemas, Genesys is able to expand its already powerful self-service applications portfolio with the addition of world-class applications and management capabilities.

The company incorporates LM Sistemas’ innovative business model and also absorbs a team of more than 160 self-service experts. This more than triples the number of Genesys people serving customers in this growing market, the company informed.

The acquisition will help Genesys stay committed to its strategy of delivering unique solutions that combine leading technology with productized best practices, the company explained in a press release.

“Today's announcement marks a significant step in the Genesys growth strategy, bringing unique best practices in-house, while aggressively expanding our presence in Brazil and Latin America. With its unique business model and highly talented team, LM Sistemas has truly changed the game in self-service. Together we are looking to extend the transformative LM experience to a full multi-channel and cross channel approach,” president and CEO of Genesys, Paul Segre (News - Alert) noted in a statement.

Currently LM Sistemas serves high profile customers, like  as SKY Brazil, the largest provider of satellite TV services in South America; NET (News - Alert) Servicos, Latin America's largest multi-service cable company, offering pay TV, broadband internet access and voice services through a single cable; and Embratel, a major Brazilian telecommunications company.

Recently, C Square Consulting designed, implemented and integrated a hosted contact center to serve the Middle East and Africa. The deployment is based on the Genesys (News - Alert) SIP-based solution with Genesys High Availability. The center is headquartered in Cairo, Egypt.



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Edited by Brooke Neuman










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