Contact center solutions vendor Genesys has acquired social customer care and analytics platform company Solariat.
The acquisition of Solariat will enable Genesys, which has over 3,500 customers in 80 countries, to extend its social media engagement capabilities to assist organizations to deliver better customer experience.
The contact center solutions vendor did not disclose the financial details.
Last year, Genesys announced the Continuous Workforce Optimization solution.
Paul Segre, president and chief executive 0fficer, Genesys, said: “Combining Solariat’s patented social analytics technology with the Genesys Customer Engagement Platform will give Genesys customers a powerful new tool to deliver accurate and consistent answers across all customer touch points including social media.”
Gartner says social media analytics are part of a growing market for business analytics and related services predicted to reach $81 billion in 2014.
With Solariat SocialOptimizr, Genesys Customer Experience Platform will identify customer intent via social media, assign customer intent with an action-ability score, and determine whether an automated or human-assisted response is appropriate. Using filtering technology, SocialOptimizr prioritizes customer intent to optimize collaboration and dramatically improve company response times.
SocialOptimizr dynamically learns to apply smart tags on posts or tweets to improve social listening capabilities, report on missed social conversations, and populate the SocialOptimizr knowledge base to continually improve customer experience.
Genesys, which manages more than 100 million customer interactions every day across the contact center, front and back office, said SocialOptimizr solution will be integrated to Genesys Agent Desktop, and the artificial intelligence capabilities in the SocialOptimzr platform will be applied to all of the interactions managed by the Genesys Customer Experience Platform.
