Genesys, a global provider of omnichannel customer experience and contact centre solutions, has completed the acquisition of privately held Silver Lining Solutions Ltd, a provider of employee performance optimisation software and Genesys OEM partner.
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.
The acquisition of Silver Lining Solutions further expands Genesys’ capabilities to help organisations elevate employee engagement and improve business results related to sales, collections, workforce productivity and customer satisfaction.
“Silver Lining Solutions has been a valued Genesys OEM partner since 2009,” said Paul Segre, CEO 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 behaviour, skills and capabilities is critical for managing and understanding overall workforce performance and customer satisfaction – and ultimately, in improving a company’s bottom line.”