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Genesys stalks Avaya: report

Genesys Labs is poised to write a US$3 billion cheque for Avaya's call centre and customer service business, reports Reuters.

Genesys is a call centre specialist that, like everyone else in the field, is trying to take transplant its customer service expertise into “omnichannel” service spanning voice calls and any imaginable online interaction, while hooking everything into customer relationship management tools. Avaya's Aura product does most of that already.

It's felt that if Avaya sells, it will be able to focus on its networking business while paying off some debt, pleasing its private equiteer owners who've not quite had the result they hoped when the company went private in 2007. Genesys would gain scale and a reasonably-rusted on collection of customers as call centre kit is often so customised that moving platforms is more-or-less unthinkable.

Genesys is cashed-up, having itself recently scored a $900m injection from a private equity firm. ®

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