Genesys Acquisition of Interactive Intelligence

Genesys and Interactive Intelligence have entered into a definitive agreement for the acquisition of Interactive Intelligence. Here is the official press release.

We at Avtex are very enthused by this merger of two Contact Center powerhouses and working closely with analysts and the executive teams at ININ and Genesys to align Avtex as the model partner in this new organization. Not only is Genesys excited about Avtex’s top partner status with ININ (Chairman Award, Cloud Pace Setter, Platinum Elite, Multiple Partner of the Year Awards…), they love the fact that we are exclusive with ININ and don’t have what they consider “competitive” other products in our portfolio. In addition, Genesys views our partnership and technical capabilities with Microsoft as a big advantage; Genesys and Microsoft have a strategic alliance. Avtex has been invited to the upcoming G-Force Genesys conference and we look forward to expanding our portfolio to serve all ends of our customer’s contact center and CX needs.

Here is more information and highlights available from ININ and Genesys at this time. Below this statistic graphic is Genesys’ response to some frequently asked questions:

What is the rationale for this transaction?

Genesys and Interactive Intelligence are highly complementary companies focused on improving the customer experience as leaders serving adjacent market segments with complementary offers. This transaction positions the combined company to deliver more innovative, omnichannel solutions that span the needs of customers of all sizes and every level of sophistication.

Where do you see the two portfolios complementing one another?

Our primary success has been in related, but adjacent market segments. As one company, with a combined product portfolio, we intend to further drive growth and success. Interactive Intelligence brings a broad product portfolio, including advanced cloud and on-premise solutions, as well as key technical R&D and support talent. It is known for great “out of the box” solutions that offer stability and simplicity for a wide range of customer sizes. Genesys is historically known for high-end solutions catering to the most sophisticated needs of call center customers. We plan to leverage the best of both companies, cross-pollinating technology and go-to-market strengths.

What happens to the product roadmap?

We intend to continue to invest in the entire product portfolio of both companies and accelerate innovation with annual R&D spend approaching $200 million. This transaction will accelerate Genesys’ ability to execute on its mission of powering the world’s best customer experiences at scale, anytime, anywhere – over any channel, in the cloud and on-premise. Once the transaction has closed, the combined teams will work together to develop a unified product roadmap that draws from the best capabilities and strengths of both companies, providing enhanced offerings to customers and partners.

Will you continue to support existing Genesys and Interactive Intelligence products?

We will continue to operate as usual until the transaction closes with products and pricing being supported and offered as they always have been. Protecting and supporting our customers’ technology investments is a priority, and both cloud and on-premise product portfolios will continue to be supported and offered.

Will PureCloud be the Genesys cloud offering in the market moving forward?

We are extremely enthusiastic about all the cloud offerings of the combined company. Each offering has its own strengths and specific target customer segments. We will significantly invest across the entire Interactive Intelligence product portfolio to support the continued momentum of PureCloud®, Cloud Communications-as-a-Service℠ (CaaS) and Customer Interaction Center™ (CIC) in addition to the rich portfolio of products supported and offered by Genesys today.

What can customers expect during the coming months?

We expect the transaction to close by the end of the year. Until that time, Genesys and Interactive Intelligence will remain separate, independent companies, and we will continue to conduct business as usual. As we bring our companies together following the close, we look forward to sharing more specific details about the combined product portfolio and the even greater innovation and value we expect to deliver to our global customers and partners. We are committed to maintaining business continuity and open, transparent communication. We will reach out to customers at appropriate times with updates, and will take steps to ensure customers receive excellent service and support.

How will this affect partners?

Partners are a critical part of both companies’ go-to-market strategy, and we plan to continue with that strategy. Prior to close, it is business as usual. After the transaction closes, it is our intent that all of our partners are properly certified on all products to sell and support them.

What happens to our existing partner and customer contracts and pricing?

No change, it is business as usual.

While there are certainly more questions to be asked and answered, here at Avtex, we’re very excited about this announcement, and the commitment to invest in the PureCloud®, Cloud Communications-as-a-Service℠ (CaaS) and Customer Interaction Center™ (CIC) platforms. Having a larger palette of tools from which to choose, empowers Avtex to do and create even more creative solutions in our ongoing effort to make it easier for you to provide meaningful omnichannel interactions with each of your customers.

We’ll continue to keep you apprised as more information becomes available. In the meantime, it’s business as usual.

Thanks for your business and partnership with Avtex; we look forward to continuing to work with you.