Company Recently Named Speech Analytics Market Leader by Speech Technology Magazine

NASHVILLE, TN., September 10, 2013 — Genesys, a leading provider of customer engagement and contact center solutions, today unveiled a patent pending Actionable Analytics solution at the 2013 Quality Assurance and Training Connection Conference (GATC) − a new, groundbreaking approach to analyzing and leveraging customer interaction data to make critical business decisions.

Actionable Analytics enables organizations to make automated, accurate decisions based on customer voice and text interaction data, a critical requirement to driving key business outcomes. The new solution improves cross and up-sell effectiveness, increases customer loyalty and reduces churn, and helps organizations meet key compliancy regulations. Actionable Analytics works by detecting defined “events” in speech and text analytics and invoking corresponding workflows for optimal closed loop effectiveness. 

Technology Research analyst firms predict the speech analytics market to grow by 20 percent this year. In a report titled “Invest in Analytics for the Customer Service Agent Work Cycle” Gartner Analyst Jim Davies said, “Applying analytics to the contact center agent work cycle (recruit, schedule, evaluate and train) is an important, but often overlooked, investment area. Lack of sophistication in these domains often prevents customer service organizations from achieving their strategic customer goals.”

Speech Technology Magazine recently recognized Genesys for its best-of-breed solution naming the company as the market leader in voice and text speech analytics software. The report included high praise in particular for the UTOPY technology, recently acquired by Genesys, citing its “accuracy and depth of functionality.” Genesys’ underlying speech recognition engine is industry-leading, with adoption by nearly two thirds of Fortune 100 companies and support for more than 60 languages and dialects. 

“With Actionable Analytics, customers now have a powerful business tool that combines market leading speech analytics with our renowned routing technology to deliver better business outcomes,” said Paul Segre, President and CEO of Genesys. “Actionable Insights will revolutionize how companies use unstructured data to optimize their financial performance and customer loyalty.”

In addition to revolutionary speech and text analytics, Genesys can also provide quality management and coaching programs driven by its Actionable Analytics offering. The revolutionary quality management process automatically analyses 100 percent of conversations, providing business analysts with targeted call queues to improve agent performance. This new analytics-driven coaching model enables targeted training, best practices identification, scheduling of coaching sessions, and self-learning by employees and allows organizations to continuously optimize their workforce.

GATC event attendees can see a demonstration of Genesys Actionable Analytics on display at the Genesys booth in the Parthenon Ballroom during showcase exhibit hours today until Thursday at 8:45 a.m.  Genesys speaking sessions for the event include:

  • ‘Making Analytics Actionable’ at 3:00 p.m. today
  • ’60 Ideas in 60 Minutes’ at 8:45 a.m. Thursday
  • ‘Improving Quality Management with Speech Analytics’ at 10:15 a.m. Thursday

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About Genesys

Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.


Dominic Weeks (SHIFT Communications)
[email protected]