GoResponse Telephone Answering Service Staff

Genesys to enrich WFO solution with latest acquisition

Attractive businesswoman working in a call centerGenesys, one of the global leaders in providing call centre solutions, has revealed it will use its latest acquisition to enrich its workforce optimisation (WFO) tools. After completing a private buyout of Silver Lining, Genesys will be able to build on the tools and features already available to its customers using the latest employee performance optimisation software.

Silver Lining has built a good reputation for itself in the telephone answering services industry by providing leading employee performance optimisation tools. This helps companies to boost the engagement and performance of their agents, increase sales, enjoy higher operational effectiveness, reduce expenses and better serve consumers. The firm has been a Genesys OEM partner since 2009.

Genesys Chief Executive Paul Segre said: “Employee engagement is key to customer experience. This acquisition demonstrates our commitment to innovation and leadership in this rapidly evolving market. Assessing and evaluating employee behaviours, skills, and capabilities is critical for managing and understanding overall workforce performance and customer satisfaction – and ultimately, in improving a company’s bottom line.”

Founded in 2001, Silver Lining has earned many awards over the years and has grown to include offices in the US, UK and the Asia Pacific region. Many of the firm’s solutions have been offered by Genesys through its partner program, allowing consumers to access the Silver Lining Solutions Performance DNA portfolio via the Genesys Skills Management. This provides Silver Lining’s Optimiser and Planner tools.

“This announcement underlines our strategy for augmenting organic growth with acquisitions that give us complementary best-of-breed technologies,” Segre explained.

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