Genesys Announces Intent to Acquire Bold360 from LogMeIn
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 personalized 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 behavior 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 center to a revenue accelerator. According to Gartner, "By 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement."
Comments on the News
"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," said Tony Bates, CEO and Chair. "Many realize 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."
Upon close, Bold360 will join the Genesys Digital and AI business unit led by Barry O'Sullivan, Genesys executive vice president and general manager.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, March 18, 2021
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