Genesys Acquires SpeechStorm

Genesys has announced the acquisition of 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 in the United Kingdom, Spain and the United States.

With this acquisition, the Genesys Customer Experience Platform gains additional omnichannel self-service capabilities, complementing the company’s Self-Service IVR and Web Engagement solutions. Customers can now create a single self-service application and make it available across multiple customer touchpoints, including mobile, web and traditional IVR environments.

With this self-service solution, consumers can engage with companies through either voice or digital channels and transition to assisted service when required. With the SpeechStorm acquisition, Genesys customers will have access to a catalogue of more than 70 pre-built, self-service applications for common self-service needs such as bill payment and change of address. These can help customers bring to market self-service applications with less effort than traditional development approaches.

“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,” said Paul Segre, Chief Executive Officer at Genesys.