GENESYS AEROSYSTEMS Presence in Contact Center Analytics Solutions
Genesys is an omnichannel customer experience and contact center solution provider with a global presence across various industries. The company has made acquisitions and strategic partnerships to expand and diversify its customer experience analytics solutions, including contact center analytics. The recent initiative in this pursuit was the acquisition of Silver Lining Solutions Ltd., an employee performance optimization software provider and Genesys OEM partner, in February 2017. The acquisition further expanded Genesys’ capabilities to help organizations elevate employee engagement and improve business results related to sales, collections, workforce productivity, and customer satisfaction. The acquisition of Interactive Intelligence, a cloud and on-premises solution provider for customer engagement, communications, and collaboration, in December 2016, enabled Genesys to support customers of any size in all industries. This enabled the company to become a global provider with the broadest portfolio of transformative customer experience solutions available on-cloud and on-premises. The company also leverages from partnerships with corporate giants, such as Accenture, Microsoft, IBM, and Atom bank, to expand its existing customer base and further boost its product portfolio. With its organic growth strategy, Genesys has made progress by introducing new capabilities in its customer experience platform. Further, the company leverages from its existing large network of VARs, cloud partners, technology partners, service partners, and independent consultants.