Recent announcements from Nuance, Genesys, IBM and LivePerson underscore how companies are finding huge benefits in combining artificial intelligence tools and human workers to improve customer service.
Genesys
Genesys Acquires SpeechStorm: Signals Long-Term Plans for GVP to Support Multi-Channel CX
The acquisition of SpeechStorm is a good move by Genesys. It is a proven developer/partner whose line of software is an excellent augmentation of existing GVP capabilities.
Genesys’ AppFoundry to be Hot Bed for Intelligent Assistants
One of the highlights of Genesys’ G-Force was a presentation of the newly launched AppFoundry delivered by Jim Kraeutler, Sr. Director of Innovations and AppFoundry impresario.
Intelligent Assistants Chronicles: The Genesys-IBM Watson Partnership
In June 2014, Genesys and IBM formed a partnership which to insure that IBM’s Watson’s “cognitive computing” capabilities are integrated with Genesys’ Customer Experience (CX) platform.
Solariat Acquisition brings Social Media Analytics into the Genesys Customer Experience Platform
Genesys has acquired the assets of social listening and analytics specialist Solariat for an undisclosed sum.
Conversational Commerce Consolidation Chronicles: Genesys Buys Angel; Could Enter PVA Fray
After years on the “acquisition candidate” short list, hosted conversational commerce specialist Angel has found a new corporate parent in Genesys, which has reached a definitive agreement to acquire the firm from Business Intelligence specialist MicroStrategy.
Genesys One: One More Choice for “Mid-Market” Contact Centers
On November 15, Genesys formally launched a new packaging of its customer interaction platform (Genesys 8), bringing its efforts to “save the world from bad customer service” to companies with fewer than 300 seats in their contact centers.
February 1 Marks Day One for the New Genesys
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
Permira’s $1.5 billion purchase of Genesys Marks End of Uncertainty
Private equity firm Permira is poised finally to take Genesys Labs off of Alcatel-Lucent’s books.
ALU-Genesys Calls for Companies to Incorporate Smartphones in Conversational Care Strategies
At G-Force Melbourne, Alcatel urges companies to “make smartphones and the mobile Web tools for customers or prospects to define where, when and how to toggle from self-service to assisted service.”