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Genesys Acquires Conseros, Provider of Business Applications for Intelligent Workload Distribution Across the Enterprise


Genesys Acquires Software to Enable Service Delivery Optimization for Greater Business Efficiencies and Improved Customer Service

Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) and the leader in customer service software, expanded its portfolio by acquiring Conseros, which provides a key business application that enables enterprises to manage and distribute high volumes of work items virtually anywhere in the enterprise. The solution gives business users visibility and control of the tasks, priorities and people who are responsible for service delivery. Conseros is privately held and headquartered in Fredericton, New Brunswick, Canada.

“Customer service is being increasingly managed and optimized throughout the enterprise. For many organizations, it now extends beyond the confines of the contact center and into other areas of the business involved in the overall service delivery,” said Sheila McGee Smith, a key industry analyst and principal of McGee-Smith Analytics. “These include branch offices and experts in the back-office where six to ten different organizational units are servicing a variety of customer service tasks , work items, faxes, and service requests.”

Conseros pioneered software for dynamically prioritizing the distribution of work tasks to the people involved in customer service to manage, monitor, and report upon the distribution of high volumes of work throughout the enterprise via Genesys solutions. Conseros’ application is complementary to and uniquely integrated with the Genesys Business Process Routing solution, and is already in use by several joint customers. The software has built-in integration with a broad range of enterprise work sources including document management, fax and workflow to capture tasks globally, calculate business priority and value, and distribute tasks to the people best suited to handle them, looking across all the resources of an enterprise whether in the front office, back office or even out to service partners.

The Conseros software will be incorporated into a larger Genesys solution called Genesys intelligent Workload Distribution (iWD), which drives the need to more effectively manage tasks in the organization by dynamically reprioritizing tasks and interactions across all channels and media in real-time. Comprising a management dashboard environment providing a view of all tasks across departments, users can quickly determine business priorities and service levels for all interactions based on business value to ensure the right resources, regardless of location, are proactively receiving the most critical or highest value tasks at the right time. Businesses can therefore optimize resources by determining common skills and reprioritizing workloads across the entire enterprise.

“We’re excited to become part of Genesys, because we’ve already enjoyed success with shared customers and we can create more value for customers as a part of the leading provider of customer interaction management software,” said Jeff Thompson, founder of Conseros.

The acquisition is part of Alcatel-Lucent’s continued investment in applications software and Genesys’ build out of its portfolio for customer service software, having inaugurated its Applications Software Group in January. “Genesys expects the use of service delivery software to be a driver of growth for our core products, and a key technology that expands our footprint beyond the contact center,” said Nicolas De Kouchkovsky, President of Genesys.

Financial terms of this cash transaction are not being disclosed and do not have a material financial impact on Alcatel-Lucent. All of the employees of Conseros will be integrated into Genesys and the Application Software Group organizations.


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