Genesys Telecommunications Laboratories, an Alcatel-Lucent company has announced that it has acquired Informiam LLC. Informiam will become a business unit within Genesys and will be part of the Enterprise Business Group.

"In customer service, most organisations understand the advantage of having better insights to manage their operations in real-time. However, these are complex environments where it is difficult to quickly identify problems and potential improvements, and take immediate action to sustain service levels. By adding Informiam, Genesys creates a unique set of solutions that deliver this insight and level of control," said Paul Segre, Genesys CEO.

"We're excited to become part of Genesys, because we can join the benefits of our operational insights to a global industry with the leading provider of customer interaction management software," said Stuart Granger, COO of Informiam and the leader of the new business unit within Genesys.