Genesys buys partner company Silver Lining to improvise optimization software products

BENGALURU: UK-based omnichannel customer experience and contact centre solutions company, Genesys has completed the acquisition of privately held Silver Lining Solutions, a provider of industry-leading employee performance optimisation software and a Genesys OEM partner.

With this acquisition, Genesys further expands its capabilities to help organisations elevate employee engagement and improve business results related to sales, collections, workforce productivity, and customer satisfaction.

Silver Lining Solutions develops employee performance optimisation software that helps improve employee engagement and performance, enabling organisations to serve customers better, increase sales and operational effectiveness, and reduce costs.

“Silver Lining Solutions has been a valued Genesys OEM partner since 2009,” said Paul Segre, chief executive officer of Genesys. “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 behaviors, skills, and capabilities is critical for managing and understanding overall workforce performance and customer satisfaction – and ultimately, in improving a company’s bottom line.”

Genesys has been offering the Silver Lining Solutions Performance DNA portfolio comprised of Optimizer and Planner, through Genesys Skills Management, which bundles Genesys Skills Assessor with Genesys Training Manager into one package.