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By Anuradha Shukla

TMCnet Contributing Editor

 

Genesys Telecommunications Laboratories (News - Alert) has reportedly completed its acquisition of VoiceGenie, and also integrated the partners and customers of the merged entities.

According to a press release, the companies now have nearly one-fourth of the market. Plans are underway to accelerate the trend away from legacy, proprietary IVRs to new VoiceXML software standards.

Forrester's Elizabeth Herrell said Genesys will vie for global leadership as the market moves from legacy IVR into VoiceXML solutions.



A recent Gartner/Dataquest report reveals that the acquisition places Genesys in an advantageous position in a voice self-service market that is growing at a rate of 68 percent each year.

Genesys also plans to expand its offerings for service providers, allowing them to deploy a wide variety of internal and network services, including managed services.

“The increased adoption of speech recognition provides a strong driver for companies to replace aging proprietary interactive voice response (IVR) systems with the standards-based voice portal systems,” said Gartner Analyst Drew Kraus in a recent report. “In addition, vendors announced end-of-life plans for their proprietary IVR systems, causing some companies to accelerate their plans to replace these systems.”

Genesys and VoiceGenie partners have also strongly endorsed the combination.

For more information, visit Genesys.

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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.

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