Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market
Genesys (www.genesyslab.com), a leading provider of customer experience and contact center solutions, today announced that it has acquired Voran Tecnologia (www.voran.com.br), a market leader of workforce optimization (WFO) as a service in Brazil. Following last year's acquisition of LM Sistemas, Voran further strengthens the Genesys presence in Brazil by adding cloud-based Quality Monitoring solutions. The solutions complement the current Genesys Prime cloud offering, which enables companies to deliver persona-based branded customer interactions over voice, SMS, email, and mobile to improve customer experience and loyalty.
Voran is a WFO market leader in Brazil, with more than 100,000 active seats of Tephra, its flagship Workforce Management solution. More recently, Voran has taken a leading position in the rapidly growing Quality Monitoring market by adding a full set of Managed Services targeting Workforce Management, Quality Monitoring and home-based agent monitoring. The company brings more than 80 clients to Genesys and has a strong presence in transportation, healthcare, and insurance that extends Genesys Prime's market position to new verticals.
"By adding Voran Tecnologia's solutions to the Genesys Prime portfolio, we offer the Brazilian market the most complete and innovative contact center solution available from a single vendor from the cloud," said Alexandre Bichir, Managing Director of Genesys Prime. "For Brazilian companies this provides the opportunity to differentiate their customer experience with integrated, multi-channel offerings that are easy to deploy and manage."