Lucent snaps up CRM vendor Mosaix

Lucent Technologies is purchasing Mosaix for $145 million. The deal is expected to be completed by June pending shareholder approval.

The acquisition expands Lucent's suite of call center and response solutions, and boosts Lucent's customer care consultant business. Mosaix's ViewStar technology supports various switches, integrated voice response systems and relational databases, improving Lucent's ability to support multivendor, multimedia call centers.

"The combination of Lucent and Mosaix will help businesses deliver the kind of superior service that keeps customers coming back again and again - whether through the door, the mail, the phone, the fax or the web," according to Bill O'Shea, president of Lucent's Business Communications Systems division.

Janice Anderson, Lucent VP of Customer Care Solutions, expressed enthusiasm towards the combination of call center and customer service technologies. "We've seen nothing that comes close to Mosaix's exceptional ability to integrate the front-office call center with customer and business information across the enterprise," she said.

Lucent's communications and customer service background fits well with Mosaix's customer relationship and call center solutions, added Mosaix president and CEO Nicholas Tiliacos.

The Delphi Group believes this to be a very positive move for both companies, and is especially intriguing for telco equipment manufacturer Lucent. "As workflow continues to be integrated with communications-centric applications, such as customer relationship management, we expect telcos and equipment manufacturers to increasingly offer workflow functionality as a critical component of their emerging, e-business-oriented packages," said Delphi.

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