Genesys improves Employee Experience engine with nGUVU acquisition

Genesys has acquired its long-standing partner nGUVU to add gamification to its workforce engagement management (WEM) suite. Based in Montreal, Canada, nGUVU is a cloud-based software provider of gamified solutions that use machine learning and behavioural analytics to improve employee engagement and performance.

Now, Genesys customers can take advantage of a modern way to deliver even better employee experiences. Together, the solutions enable businesses to radically improve employee engagement, customer experiences, staff retention and cost savings.

“Helping organisations elevate ordinary transactions into meaningful connections that reinforce to customers how much they matter is central to our vision, Experience as a ServiceSM. While this is no easy feat, it can be done with a combination of advanced cloud and artificial intelligence (AI) technologies and a highly engaged workforce,” said Tony Bates, chief executive officer of Genesys. “That’s why we are bringing nGUVU into the Genesys family to help organisations positively influence employee behaviour and performance through gamification. Following our recent recognition as a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management, this acquisition offers yet another proof-point that Genesys is ready to support the next generation of the world’s workforce.”

nGUVU Chief Executive Officer Pierre Donaldson said, “This marks a major milestone for nGUVU, and we couldn’t be more excited to join the Genesys team. The scalability we gain from Genesys Cloud WEM benefits our existing customers and gives organisations of all sizes across the globe a powerful gamification solution to help their employees become more effective and engaged.”

By adding gamification to its WEM offering, Genesys is strategically positioned to help customers provide an improved employee experience that meets the needs of the evolving workforce. nGUVU’s solution builds upon the natural human desire for competition, collaboration and achievement by using game mechanics, social media concepts and recognition to help businesses retain and attract the next generation of employees. This is relevant given 75% of the global workforce will be made up of Millennials by 2025. Having spent thousands of hours playing video games, research shows these digital natives are more technologically adept and motivated by opportunities for friendly competition as well as earning rewards, points, badges and more.

“Increasingly, organisations recognise the importance of the employee in the overall customer experience equation. With the addition of nGUVU’s gamification, Genesys is addressing the way progressive employees want to work,” said Alan Webber, program vice president of IDC. “As the industry shifts from a workforce optimisation approach to focusing on employee experience and engagement, this strategic acquisition reinforces the company’s commitment to delivering the next generation of workforce tools powered by the cloud and AI.”

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David Dungay

Editor - Comms Business Magazine