Richard Snow's Analyst Perspectives

Genesys Advances Engagement and Optimization of Customers

Posted by Richard Snow on Apr 11, 2017 9:22:15 AM

In tracking Genesys for several years I have seen it grow through a series of product developments and acquisitions – from predominantly selling call routing and computer/telephony integration (CTI) software to providing a suite of products that manage inbound and outbound, assisted and digital channels of customer engagement. Continuing this expansion Genesys recently acquired Interactive Intelligence and Silver Lining. These new assets signal another round of transformation as the company builds support for what I call a customer experience hub – a combination of products to support all aspects of enterprise-wide customer engagement.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, cloud computing, Collaboration, Customer Service, Internet of Things, Contact Center, workforce optimization, analytics, digital technology, Billing and Recurring Revenue