Angel Acquisition by Genesys Offers Synergies and Worldwide Growth Opportunities
Customer service and contact center solutions provider Genesys’ agreement to acquire Angel.com Incorporated from its parent company, MicroStrategy® Incorporated, a worldwide business intelligence (BI) and mobile software, sets up a number of interesting possibilities.
Angel is an innovator in cloud-based self-service contact center solutions. The Angel platform enables organizations to quickly deploy self-service interactive voice response (IVR), SMS, chat, and mobile applications that 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. Their extensive range of applications 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 pioneered self-service contact center 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 center 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 center-as-a-service market.
When coupled with Genesys’ proven solutions which help companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience, the acquisition of Angel “adds value to their multi-channel capabilities,” according to Don Keane, VP Marketing and Business Development.
Angel maintains a customer base of over 800 business accounts, including some of the world’s most recognized brands and a large number of mid-market customers. “Ninety five percent of our business has been in the US, while a substantial portion of what Genesys does is overseas, said Keane. “We’re looking forward to the possibilities for international expansion.”
Angel had been a subsidiary of MicroStrategy Incorporated for more than a decade noted Keane. The negotiations for the acquisition were ongoing for a nine month period. No details are available at this point on integration strategies.