Tom’s Message – March 2017
This month, Genesys completed its acquisition of Silver Lining Solutions, developer of employee optimization solutions that help improve employee engagement and performance, enterprise-wide. Silver Lining has been a Genesys OEM partner for many years, and we have offered our combined solution as a bundle called Genesys Skills Management.
So, why did we acquire Silver Lining? The workforce management (WFO) market is shifting toward employee engagement features as more companies recognize that employee engagement is a key requirement for customer engagement. We feel that with a fully integrated offer, we can better align product direction, offer customers more innovative functionality, and help deliver stronger business results.
Even if you’re not familiar with Genesys Skills Management, you’ll recognize its benefits. It helps businesses determine the key skills that drive performance, and clearly identifies skills gaps. Companies use this data to build highly effective, customized training and coaching plans that can be automatically delivered to employees. You can route calls based on those skills to better serve your customers.
Think about it from the employee perspective: Who doesn’t want to be a high achiever? I know I do, and I think most people do. High achieving employees are happier, they recognize opportunity, and they stay with employers longer—a direct financial benefit. But what makes a high achiever perform so well? What is his or her “performance DNA”?
Telenor, a telecommunications company based in Norway, is converting low performers to high achievers. They use Genesys solutions to gather and analyze comprehensive customer data, and upsell relevant products. In addition to boosting sales by more than 20%, their initiative has improved efficiency by reducing agent clicks from 30 to just one, for a 360-degree view of each customer.
The acquisition of Silver Lining is the next step in enriching Genesys WFO capabilities. We believe that taking this analytics-driven approach to assessing skills, gaps, and overall workforce performance, will result in happier employees, customers, and a more profitable business. Explore how much fully engaged employees can bring to your business.
For more information about Genesys Skills Management and Silver Lining, contact your local Genesys sales representative.