Genesys acquires SpeechStorm to bolster self-service offering

Genesys has acquired SpeechStorm, a provider of self-service applications for mobile, web and interactive voice recognition (IVR) channels. The Northern Ireland-based company has been a Genesys partner since 2010 and operates offices in the UK, Spain and the US.

With the acquisition, Genesys says it will add additional omnichannel self-service capabilities to its Genesys Customer Experience Platform, enhancing the company’s self-service IVR and web engagement solutions.

Customers can now create a single self-service application and make it available simultaneously across multiple customer touchpoints, including mobile, web and traditional voice IVR environments.

With the SpeechStorm technology, Genesys customers will have access to a catalogue of more than 70 pre-built, “rapidly deployable” self-service applications optimised for common self-service needs by industry, including, for example, bill payment and change of address.

These new capabilities, said Genesys, can help customers bring to market self-service applications in a “fraction of the time” and with “dramatically less effort” than traditional development approaches.

“As our customers embrace the challenge of personalising the customer experience and managing customer journeys, self-service solutions are the first places they need to examine in making that transformation,” said Paul Segre, chief executive officer at Genesys.

“With the addition of SpeechStorm, we’re setting a new standard for both how companies create omnichannel self-service applications and design highly personalised journeys across touchpoints and channels to deliver an exceptional customer experience.”

The value of the acquisition has not been disclosed by Genesys.

@AntonySavvas