Genesys has announced its intent to acquire Bold360, a leader in AI powered digital customer engagement.
The global leader in cloud customer experience and contact centre solutions’ proposed acquisition of Bold360 from LogMeIn will advance Genesys‘ Experience as a Service vision. Bold360 is known for its leading digital capabilities, including its conversational AI, dynamic knowledge base and intuitive agent experience.
Tony Bates, CEO and chair, said: “The overwhelming positive market reaction to Experience as a Service reflects how eager companies are to constantly innovate how they engage their customers with empathy.
“Many realise they’re missing an opportunity to establish more human-level connections with their customers across every engagement on any channel. With Bold360, we’re aiming to transform digital into rich, dynamic personalized experiences companies and their customers will love.”
By uniting Bold360’s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based and personalised across any part of their business or channel.
With Bold360, Genesys will accelerate its vision for Experience as a Service, reimagining how empathy can inextricably link marketing, sales and service experiences for customers.
Experience as a Service makes it possible for companies to listen, understand and predict customer behaviour before they act to deliver more effective and empathetic customer experiences. In fact, customer engagement and service are becoming far more strategic as they move from a cost centre to a revenue accelerator. According to Gartner, ‘By 2025, 40% of customer service organisations will become profit centres by becoming de facto leaders in digital customer engagement’.
The acquisition is expected to build on the company’s momentum in the market, with record-setting cloud growth and more than 800 new customers on Genesys Cloud and Genesys Engage Multicloud in fiscal year 2021.
The proposed transaction is expected to close the first half of calendar 2021.
