Genesys Brings Companies the Power of Klout Scores to Better Serve Social-Savvy Customers

New Klout Capabilities for Genesys Social Engagement Provide Companies with Insight into Customers with Broad Social influence

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DALY CITY, Calif., June 12, 2012 – Genesys, a provider of customer experience solutions, today announced the integration of Klout within its Genesys Social Engagement solution. By integrating Klout score capabilities, social media and other customer service interactions can now be prioritized by the customer’s social media status and sent to the ideal resource for resolution. For example, customers with a high social media status and influence based upon their Klout score should be aligned with a specialized or social savvy customer service agent.

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“For over 20 years, Genesys has been the engine of every major contact center and customer service organization, and has intelligently routed millions of voice, web, mobile and social interactions to customer service agents across the globe,” said Merijn te Booij, Vice President of Product Management and Strategy of Genesys. “By incorporating Klout within Genesys Social Engagement, we’re empowering social savvy enterprises to engage their customers in a new conversation based upon business value and social influence.”

“Klout is all about empowering people to benefit from their influence, whether it’s by getting access to Cathay Pacific’s first class lounge when they show their Klout Score to the receptionist, or by getting excellent customer service without having to do a thing but influence other people,” said Matt Thomson, VP of Business Development for Klout. “Klout will be a powerful additional layer of the Genesys Social Engagement solution, giving businesses an immediately scalable signal from multiple social media channels that shows them where to turn their attention.”

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About Genesys:

Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

About Klout:

Klout is the standard for influence. Founded in 2008, Klout helps users understand and benefit from their influence by analyzing their engagement across social networks. With our analysis, we create a daily Klout Score on a scale from 1-100 and display metrics that show how much influence users have and on what topics. With Klout Perks, top brands such as Disney, Audi, Turner, Microsoft and Chili's have offered early access to products and experiences based on users’ ability to influence others about their brand. Klout is based in San Francisco, CA.