Cloud Contact Center Featured Article

Wheelings and Dealings: Genesys Expands Offerings with Voice Solutions Acquisition

January 27, 2014

In a crowded contact center world, every edge you can offer a potential customer can make a company that much more valuable. That might explain why Genesys, a leading provider of customer experience and contact center solutions, just acquired Ventriloquist Voice Solutions International.

Ventriloquist is a smart choice for Genesys, as it helps companies to deliver persona-based, branded customer interactions over voice, SMS, email, and mobile to improve the customer experience. It also helps that Ventriloquist is already an existing partner of Genesys, and brings with it a substantial installed base of customers in both Canada and the U.S.

“Customer experience leaders worldwide are looking for more and more ways to personalize proactive customer communications that eliminate the need for unnecessary customer interactions,” said Reed Henry, CMO at Genesys. “Genesys Proactive Customer Communications solutions allow customers to receive information in their preferred manner and only when needed, which makes them more likely to be a vocal advocate and promoter.”

The acquisition also makes sense on several other levels, including “a fit with our company culture, the potential to directly address a strong base of installed customers, and other factors,” Henry told TMC.

Previously, with the Genesys Proactive Customer Communications solution, organizations communicated with their customers in an effective, interactive, and personalized manner that delivered positive brand impressions. Today, Genesys Proactive Customer Communications delivers more than two billion messages a year in 30 countries for more than 350 customer experience leaders. By acquiring Ventriloquist, Genesys can now bring additional scale and technical expertise to its proactive communications solution.

“The addition of Ventriloquist to the Genesys family increases scale and reach for cloud-based proactive communications offerings, an important strategic initiative for the company,” Henry noted.

That thought was echoed by Ventriloquist:

“Genesys has been a great partner through the years,” said J. Peter Hunt, president of Ventriloquist Voice Solutions International. “The acquisition is a great outcome for our customers since they now will have access to the full suite of Genesys offerings, not just proactive communications.”

Article comments powered by Disqus

Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...