GoResponse Telephone Answering Service Staff

Genesys to offer new self-service functions

Woman with HeadsetGenesys has acquired self-service applications provider SpeechStorm, which will enable the customer experience technology company to offer call centres additional self-service capabilities across multiple channels.

Northern Ireland-based SpeechStorm has been a partner of Genesys since 2010, operating in the UK, US and Spain, providing self-service applications for web, mobile and interactive voice recognition (IVR) channels.

SpeechStorm will be used to add omnichannel self-service capabilities to the Genesys Customer Experience Platform, supplementing the web engagement solutions and self-service IVR options already in use.

This means that telephone answering services will be able to create a single self-service application that can be rolled out across multiple customer touchpoints, including traditional web, mobile and IVR areas. This will allow customers to engage with them through either voice or digital channels and then move to assisted service as required.

Genesys customers will have access to more than 70 pre-built, quickly-deployable self-service applications that can be used to carry out common self-service tasks such as changing address and paying bills. This will help call centres provide customers with more self-service functionality without as much effort as traditional development entails.

Genesys Chief Executive Officer Paul Segre said that, with call centres embracing the challenge of personalising customer experience and managing customer journeys, self-service applications are the first place they should look in order to achieve their aims.

“With the addition of SpeechStorm, we are setting a new standard for both how companies create omnichannel self-service applications and design highly personalised journeys across touchpoints and channels to deliver an exceptional customer experience,” said Segre.

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