Genesys acquires innovative self-service application and service provider LM Sistemas

DALY CITY, Calif .– (COMMERCIAL THREAD) – Genesys, a provider of customer experience solutions, today announced the acquisition of LM Sistemas. LM Sistemas has transformed the interactive voice response (IVR) market in Brazil with a unique full service offering for self-service management and delivery. The result for end customers is a one-of-a-kind brand experience that makes self-service fun and engaging. The acquisition brings powerful self-service applications to Genesys with an innovative business model combined with a team of over 160 self-service experts. The acquisition supports Genesys’ strategy to provide unique solutions that combine cutting-edge technology with best production practices.


  • The acquisition of LM Sistemas complements and expands Genesys’ presence in Brazil and Latin America, which is a key growth market for the company. LM Sistemas further expands Genesys’ portfolio of voice self-service solutions to include world-class applications and management capabilities. The addition of more than 160 LM Sistemas employees to Genesys in Brazil more than triples the number of people at Genesys serving customers in this growing market.

  • As self-service becomes an essential part of the overall customer experience, businesses and end customers are increasingly turning to new, more engaging applications. With little or no upfront cost or infrastructure investment model, LM Sistemas’ full service approach combines voice application best practices with technology for a unique, branded customer experience. The company designs, delivers, monitors and optimizes the entire self-service application and associated infrastructure for its customers. LM Sistemas’ innovative voice applications increase end customer adoption and bring new levels of self-service engagement. Businesses benefit from an improved brand, better customer experience, and increased automation rates.

  • Current LM Sistemas customers include: SKY Brazil, the largest provider of satellite television services in South America; NET Serviços, the largest full-service cable company in Latin America, offering pay TV, high-speed Internet access and voice services over a single cable; and Embratel, a major Brazilian telecommunications company.

  • LM Sistemas is based in São Paulo with data center sites across Brazil.

  • Genesys Laboratórios de Telecomunicaçöes Ltda of Brazil is the procuring entity. LM Sistemas will operate immediately under the Genesys brand.

  • Financial terms of the transaction will not be disclosed.

Supporting quotes:

“Today’s announcement marks an important milestone in Genesys’ growth strategy, bringing unique best practices internally, while aggressively expanding our presence in Brazil and Latin America,” said Paul Segre, President and CEO of Genesys. “With its unique business model and its very talented team, LM Sistemas has truly changed the game in self-service. Together, we seek to extend the transformative LM experience to a comprehensive multi-channel and cross-channel approach. ”

“We are honored to be part of Genesys and to provide even better products and services to our customers in Brazil, while taking our innovations to new markets around the world,” said Alexandre Bichir, CEO of LM Sistemas. “Genesys’ vision of making conversations part of today’s customer experience fits perfectly with the value LM Sistemas brings to self-service. We now have the support and experience of a global leader to take LM Sistemas to the next level of growth and success. ”

About Genesys:

Genesys is the world’s leading provider of customer service and contact center software and services – with a 100% focus on the customer experience and the mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring together their people, knowledge and customer channels to stimulate conversation with today’s new customers. Genesys software drives more than 100 million interactions every day from contact center to back office, helping businesses deliver fast, easy service and a highly personalized, cross-channel customer experience. Genesys software also optimizes the processes and performance of employees dealing with customers across the enterprise.

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Veronica J. Snell

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