Alcatel-Lucent's Genesys Telecommunications acquires real-time business performance management company Informiam

12 December 2007

Mumbai: Alcatel-Lucent company Genesys Telecommunications Laboratories has announced its acquisition of Informiam LLC, a privately held company that has pioneered software that optimises customer service operations through real-time business performance management.

The move expands Genesys' portfolio of reporting and analytic software.

Genesys claims to be the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. Genesys' software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfil customer requests, optimise customer care goals and efficiently use resources.

Genesys software manages over 100 million customer interactions a day for 4,000 companies and government agencies, in 80 countries.  The company is part of Alcatel-Lucent, which provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users.

Headquartered in Atlanta, Georgia, Informiam has R&D staff based in Toronto, Canada and employs a total of 45 people.  

The acquisition extends Alcatel-Lucent's investment to grow its Enterprise Business.  Informiam is to become a business unit within Genesys, as part of the Enterprise Business Group.