Executive Summary (This is a document excerpt)

Genesys Telecommunications Laboratories acquired VoiceGenie earlier this year to significantly increase its market presence in speech self-service platforms. Currently, the platforms have not yet been fully merged — this evaluation is based on both platform capabilities. Genesys supports unlimited grammars and all major speech standards for existing and emerging multimodal connectivity. Genesys has a large professional services team with extensive experience in supporting its CTI products and solutions and deploying and integrating speech solutions on its platform. Critical next steps for Genesys will be to successfully integrate its platform and services with VoiceGenie and to expand its offerings into new services beyond the contact center into converged multimodal applications.

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