|By Business Wire||
|March 18, 2014 11:22 AM EDT||
Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that it has acquired the assets of the Solariat business, a social customer care and analytics platform company. With the Solariat acquisition, Genesys is further extending its social media engagement capabilities to help organizations deliver world-class customer experience. Social media analytics are part of a growing market for business analytics and related services predicted to reach $81 billion in 2014, according to Gartner. Genesys will be showcasing Solariat along with the Genesys Digital Channels and Customer Experience Platform Editions at Booth #829 of Enterprise Connect being held March 17-19 at the Gaylord Palms Resort in Orlando.
Customer Interactions Over Social Media Create Unique Challenges
Managing customer interactions over social media carries unique challenges for companies, particularly as the volume and breadth of social interactions increase. If handled incorrectly, frustrated customers often will expose untimely company responses or misinformation via social media, which can erode brand reputation, lower net promoter scores, and increase customer effort.
With Solariat SocialOptimizr, the Genesys Customer Experience Platform will identify customer intent via social media, assign customer intent with an ‘action-ability score,’ and determine whether an automated or human-assisted response is appropriate. Using proprietary filtering technology, SocialOptimizr prioritizes customer intent to optimize collaboration and dramatically improve company response times. Additionally, as customer service, sales or marketing promotions trend via social media, SocialOptimizr dynamically learns to apply smart tags on posts or tweets to improve social listening capabilities, report on missed social conversations, and populate the SocialOptimizr knowledge base to continually improve customer experience.
Full Integration Enriches Customer Experience Platform Capabilities
Leveraging the industry-leading Genesys Customer Experience Platform, organizations can apply a virtually unlimited set of criteria to determine how social media interactions are routed based on customer intent, and then reported on throughout companies of all sizes. This integration results in a more accurate, timely and appropriate social media response. The SocialOptimizr solution will be fully integrated to the Genesys Agent Desktop, and the artificial intelligence capabilities in the SocialOptimzr platform will be applied to all of the interactions managed by the Genesys Customer Experience Platform. The Solariat acquisition announced today continues the momentum Genesys created for interaction analytics last year with the announcement of the Continuous Workforce Optimization solution.
“Today’s customer experience leaders facing a daunting task in trying to understand what their customers are saying in the social sphere, and what to do about it,” said Paul Segre President and Chief Executive Officer, Genesys. “Combining Solariat’s patented social analytics technology with the Genesys Customer Engagement Platform will give Genesys customers a powerful new tool to deliver accurate and consistent answers across all customer touch points including social media.”
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions. Genesys is one of the ten largest private software companies in the world. A controlling interest in Genesys is held by Permira Funds (www.permira.com) with participation from Technology Crossover Ventures (www.tcv.com).