Genesys yesterday announced its plans to acquire Angel , a leading provider of cloud-based self-service contact center solutions. This acquisition is significant to Genesys and infuses new capabilities, solutions and expertise. At the same time, this event is representative of some large shifts happening within the customer service marketplace, and within every company.
Reading the tea leaves from yesterday’s event, how is the market shifting, and what does this mean for the future of customer service?
Multichannel self-service is essential in a social, “always on” world. Angel helps companies rapidly deploy self-service interactive voice response (IVR), SMS, chat, and mobile applications to support their customers’ self-service needs. As more consumers rely upon the web, smart phones and social media to resolve their service requests, companies must quickly develop a coherent digital customer service strateg... read more >