Global leader in cloud customer experience solutions and contact centre offerings, Genesys, recently acquired partner company and contact centre solution, nGUVU. The purchase aims to add more gamification features to Genesys’ already fantastic workforce engagement management suite of tools.
Based in Canada (Montreal), the nGUVU company offers cloud-based gamified solutions equipped with machine learning and behavioural analytics. The solution improves employee engagement and performance for businesses of all sizes. With this new addition, Genesys customers can explore a new and improved way to deliver better experiences for customers.
Native gamification will further strengthen Genesys’ WEM offerings in Genesys Cloud. According to CEO of Genesys, Tony Bates, helping companies to create meaningful connections is crucial to the Genesys vision for Experience as a Service.
Welcoming nGUVU to the Family
Welcoming nGUVU into Genesys helps organisations of all sizes to enhance employee performance and behaviour using gamification. Genesys believes that this evolution acts as further proof that the company is ready to support the next-generation workforce. Current customers like Carestream Dental and Senske Services have already seen improvements to critical business metrics using the award-winning nGUVU solution.
The CEO of nGUVU, Pierre Donaldson, said that the acquisition is a major milestone for the company, and they’re thrilled to be joining the Genesys team. The scalability gained from Genesys Cloud WEM will benefit the brand’s existing customers and give more brands access to a powerful gamification solution too.
With gamification as part of its WEM offering, Genesys can now help customers deliver an improved employee experience, building on the natural human demand for competition and collaboration. Given that 75% of the workforce will be made up of millennials who love competitive workplaces, it’s the perfect time to evolve. Program Vice President of IDC, Alan Webber, commented on the acquisition, saying that organisations are quickly beginning to see the importance of the user in the customer experience equation. Gamification from nGUVU will make Genesys a more appealing solution or teams that want to improve the way that employees work.
Access Immediate Value with Genesys
The nGUVU nGAGEMENT solution is already integrated with the Genesys Cloud and is available as a premium app within the Genesys AppFoundry. Customers can access the benefits of this new functionality straight away with the rest of the Genesys Cloud WEM suite.
The complete WEM solution includes everything businesses need to enhance employee experience, including quality assurance, resource management, and compliance tools. As the industry shifts from a focus on workforce optimisation to concentrating on employee engagement and experience, IDC believes that this new purchase will reinforce the commitment that Genesys has made to providing the next-gen tools that companies need.
