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News : Genesys Acquires Solariat
Orlando, Fla., March 18, 2014 -- Genesys, a provider of customer experience and contact center solutions, announces 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. 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.
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 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.
"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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
More Editorial From Genesys
Customer Experience is the heart of every business! Genesys, a provider of omni-channel customer engagement and contact center solutions can ensure you provide the best experience possible. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Thursday, March 20, 2014