Star Performers: Genesys Furthers Its Spending Spree
Genesys, a leader in the 2013 Speech Technology magazine awards, continues to grow and now processes 100 million customer interactions per day. During the past two years, the company has increased its presence in cloud marketing with a bevy of acquisitions.
In late 2013, the company bought EchoPass, which further expanded Genesys' cloud solutions by adding the company's voice, chat, email, fax, SMS, and mobile solutions for best agent practices.
Earlier in 2013, Genesys acquired Angel, whose cloud-based contact center solutions included self-service for IVR, SMS, chat, and mobile applications. Just a month later, Genesys purchased Utopy, which held a leading position in Speech Technology magazine's 2013 Speech Industry awards for best speech analytics.
A few months after that, Genesys added SoundBite to its roster, gaining the company's cloud-based solutions for mobile marketing apps, customer service, and payment and collections. With the buy, Genesys said SoundBite would contribute approximately $50 million in cloud-based revenue to Genesys, bringing the total revenue for Genesys' ever-expanding cloud business to more than $135 million.
This year, Genesys furthered its cloud mantra, albeit with smaller acquisitions. In January, the company bought Ventriloquist Voice Solutions, which added to its cloud-based communications solutions. The acquisition of OVM brought to the table proactive notification solutions in the form of persona-based, customer interactions via voice, SMS, email, and mobile. The company, already a Genesys partner, contributes a substantial installed customer base in Canada and the U.S.
In May, Genesys announced that it was developing a learning system that integrates its customer experience platform with IBM Watson's Engagement Advisor. The combined platforms enable customers to interact with contact centers through Watson's natural language technology using multiple channels, including instant message, text message, email, Web chat, or mobile phone apps. Contact center agents can respond to customer queries more quickly by employing the solution's knowledge-based management technology instead of combing through thousands of pages of information.
Genesys also scored some big partner wins, including its alliance with Red Hat. The company chose Genesys' Customer Experience Platform Business Edition to provide a new hybrid cloud-based legacy system. The partnership enables Red Hat to build its first global universal queue to manage voice interactions with new routing technology.
Genesys furthered its 10-year relationship with GM Voices, which became an official partner in mid-2014. GM Voices offers prerecorded voice prompts in more than 100 languages and has relationships with several speech technology companies, including SpeechStorm and Integrated Voice Solutions.
With the Genesys partnership, GM Voices will provide Genesys with preinstalled voice files for automated voice solutions including Voice Portal and Dialog Designer. Genesys said that GM Voices will "humanize” Genesys IVR Solutions and will also provide prerecorded audio files rolled up into the Genesys Voice Platform. The result will speed ROI on speech technology spending by decreasing errors and providing better customer interactions.
Call center technology assures timely access to child support and other services for parents in need.
Pop culture has been both a help and a hindrance to the perception of the speech industry, panelists contend.