Here at Genesys, we are continuously looking for ways to transform the customer experience (CX). This week, we have taken another leap forward with the acquisition of Solariat. This news combined with numerous customer engagements, demos, and breakout sessions at EnterpriseConnect 2014 made for an exciting week.
Analytics is one of the biggest demands of our industry, as well as one of the largest drivers of ROI. In fact, according to Gartner the market for business analytics will reach $81 billion in 2014. In short, it’s a very exciting space and one that plays a major role helping companies deliver great customer experience.
The Solariat SocialOptimizr leverages unique and patented technology to accurately identify customer needs and wants, assign customer intent with an ‘action-ability score’ and determine whether an automated or human-assisted response is required. With the acquisition of Solariat, Genesys brings exciting new analytics capabilities to its offer and will produce massive short and long term benefits for our customers.
The solution is available immediately and will be fully integrated into the Genesys Customer Experience Platform by this summer. Over time, artificial intelligence capabilities in the SocialOptimzr will be applied to all of the interactions managed by Genesys.
As we announced the acquisition, we also turned heads in Orlando, Florida at EnterpriseConnect. Under the theme Turn on Great CX, we actively discussed the importance of mapping out the customer journey in the enterprise with a digital, multi-channel and cross-channel approach – this was a key highlight at the Genesys booth, our demos and breakout sessions. The energy was high, and we were proud to participate and actively engage in the industry discussion.
We’ll continue to keep you updated on Genesys developments and innovation here on the Genesys blog. In the meantime, to learn more about the Solariat acquisition, see the press release.
Thanks for reading!