Genesys has reached a definitive agreement with MicroStrategy Incorporated, a leading worldwide provider of business intelligence (BI) and mobile software, to acquire its subsidiary Angel.com.
Angel is a leading provider of cloud-based self-service contact centre solutions. With the Angel platform organisations can quickly deploy self-service interactive voice response (IVR), SMS, chat, and mobile applications to support their customers’ self-service needs. Angel’s solutions are built on an on-demand, software-as-a-service (SaaS) platform and require no investment in hardware, software, or human resources.
Angel focuses on consumer facing businesses with pre-packaged applications for target industries, including banking, healthcare, retail, pharmaceutical, media, travel, technology, higher education, and government. The range of applications is extensive and includes collecting survey responses, tracking support tickets and notifying customers of order statuses and refills. These applications include embedded best-in-class drillable business intelligence dashboards for improved real-time decision-making.
Angel maintains a customer base of over 800 business accounts, including some of the world’s most recognised brands and a large number of mid-market customers.
Angel pioneered self-service contact centre offerings with a point-and-click, graphical configuration interface intended for the business user, which altered the traditional, script-based IVR platforms intended for back office programmers. Angel’s use of the cloud transformed the economics of the self-service contact centre market making it available to the largest of enterprises and smallest of businesses.
Angel brings this leadership to the Genesys self-service portfolio for both enterprise and mid-market customers. With the addition of the Angel business, annual recurring cloud-based revenue is expected to exceed $85-million, making Genesys a leading player in the cloud contact centre-as-a-service market.
“The addition of Angel brings a new level of multi-channel, self- service solutions to existing Genesys customers and to the broader global market where mid-sized companies are the norm,” said Paul Segre, president and CEO of Genesys. “The combined power of Genesys and Angel will transform cloud-based self-service contact centre solutions for businesses of all sizes around the globe.”
“Angel is excited to team up with this world-class organisation,” says Dave Rennyson, president of Angel. “Our innovative platform and go-to-market strategy combined with Genesys’ technical leadership and worldwide channel reach will further accelerate our ability to drive extraordinary value and excellent customer experiences for both our existing and new clients.”