SpeechStorm

In January, 2016 Genesys, the developer of solutions and the technology leader in the field of contact centers and omnichannel customer service, announced acquisition of SpeechStorm company, the supplier of applications of self-service for mobile and Internet channels and also the IVR systems. The SpeechStorm company is a partner of Genesys since 2010 and has a number of representations in Great Britain, Spain and the USA, its head office is in Northern Ireland.

Acquisition of SpeechStorm allowed to expand possibilities of services of omnichannel self-service of the Genesys Customer Experience Platform platform, to improve the IVR systems of self-service and the solution for Internet service from Genesys, to combine services of self-service and work of operators, thereby having increased personalisation of customer service. Now customers of Genesys had an opportunity to create the uniform application for self-service and to implement it on all directions of communication with the client, including mobile and Internet channels and also a traditional IVR system.

Omnichannel solutions of Genesys for self-service allow consumers to interact with the companies on voice or digital channels, to ask freely for the help the call center operator in case of need, and to operators — to get access to all available customer information and to see all history of its interaction with the company that promotes increase in efficiency and personalisation of service. Customers of Genesys will get access to the directory containing more than 70 ready and fast-unrolled appendices of self-service adapted for different needs on the industries, for example, for payment of accounts or change of the address. As a result, to bring to the market applications for self-service, customers of Genesys will need much less time and resources, than when using traditional development approaches and to implementation.