Recently I spoke with Paul Segre, CEO of Genesys, about the Genesys and Interactive Intelligence integration, customer experience, and the future for Genesys customers and employees.
How is the integration planning going?
Segre: The integration planning is moving along very well. Now that we’ve received all of our antitrust approvals, our teams are working closely on planning activities to bring these two great companies together.
I’m excited to see our combined product portfolio evolving. As we go through this planning process, it’s clear that our company will drive success for the widest variety of customers, everywhere in the world. The Genesys and Interactive Intelligence cultures and products are very complementary. We are seeing that in the work we’re doing.
What are your thoughts on the product portfolio going forward?
Segre: Our combined product portfolio will give us a very wide breadth of solutions, enabling us to provide best in class offerings for all of our customers, regardless of vertical, geography and size.
PureCloud provides the disruptive, next-generation customer experience cloud platform that many customers want, and we are delighted to continue to support this. We will of course also continue to invest in the Genesys Customer Experience Platform. On the Interactive side, CIC and CaaS will receive increased investment as we truly believe in the value they bring to the market.
The Genesys and Interactive Intelligence teams are working together to plan and prioritise the feature roadmap for all of our solutions. Once we are a combined company we’ll communicate roadmap details to our customers and the market quickly.
How do you plan to support Interactive Intelligence customers as the companies merge?
Segre: Both Genesys and Interactive Intelligence are known for working collaboratively with customers to power the world’s best customer experiences. This will not change. We are committed to exceeding the expectations of our combined customer base, and will seek feedback to measure satisfaction during this journey.
What about the people and culture?
Segre: We’ve discovered that our cultures are extremely similar. As two highly customer-focused, innovative companies recognised as great places to work, you can feel each of our teams’ similarities in terms of positive energy and focus as we move toward becoming one company.
Segre: Following the Interactive Intelligence shareholder vote in November, we expect the deal to officially close in early December. From there, we’ll start the formal integration of our companies. I am confident we will continue to provide the same level of superior support and service that customers and partners of both Genesys and Interactive Intelligence expect, both during the integration and in the future.
If you have any additional questions, please reach out to your Genesys representative, or contact us here.