Genesys acquires Silver Lining solutions to enrich workforce optimization product offering

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

Silver Lining Solutions develops employee performance optimization 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, 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.”

The award-winning U.K.-based company was founded in 2001 and has offices in the U.K., Asia Pacific and the U.S. 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.

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