Contact center solutions provider Genesys has acquired Voran Tecnologia, a provider 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 has more than 100,000 active seats of Tephra, its workforce management solution. More recently, Voran has taken a leading position in the quality monitoring market by adding a 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.
With these new offers, Genesys Prime will have a complete end-to-end cloud-based customer experience solution for the Brazilian market that includes contact center planning, self-service, interactive voice response (IVR), SMS, chat, mobile, call recording, quality monitoring, workforce optimization, and business intelligence.