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Genesys announces acquisition of Silver Lining Solutions

The recent acquisition introduces workforce optimisation capabilities into Genesys existing portfolio.

Paul Segre, chief executive officer of Genesys.
Paul Segre, chief executive officer of Genesys.

Genesys, a global provider of omnichannel customer experience and contact centre solutions, has announced the acquisition of Silver Lining Solutions Ltd., a provider of industry-leading employee performance optimisation software and Genesys OEM partner.

The recent announcement marks the latest step in Genesys strategy to improve its offerings in employee engagement. The acquisition adds new capabilities around sales, collections, workforce productivity and customer satisfaction.

Commenting on the acquisition, Paul Segre, chief executive officer of Genesys shared: "Silver Lining Solutions has been a valued Genesys OEM partner since 2009 ... 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 behaviours, skills, and capabilities is critical for managing and understanding overall workforce performance and customer satisfaction - and ultimately, in improving a company's bottom line."

Founded in 2001, Silver Lining Solutions maintains offices in the UK, Asia Pacific and US. Over the years, Genesys has delivered solutions from the Silver Lining Solutions Performance DNA portfolio, through its Genesys Skills Management offerings. These include the UK-based company's Optimizer and Planner solutions.

"This announcement underlines our strategy for augmenting organic growth with acquisitions that give us complementary best-of-breed technologies," added Segre.

"This strategy not only gives our customers a competitive advantage, but is integral to our mission of powering the best customer experiences on the planet."