Revenue 850 million USD (2014) Number of employees 3,218 | Area served Worldwide CEO Paul Segre (1 Oct 2007–) Founded 1990 | |
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Formerly called Genesys Telecommunications Laboratories Industry Customer experienceCall center technologyOmnichannel Key people Paul Segre (CEO)Tom Eggemeier (President)Slava Zhakov (Chief Technology Officer)Merijn te Booij (Chief Marketing Officer) Products PureCloudPureConnectPureEngageIntelligent Voice Response systemCall Center Modernization softwareGenesys CloudCustomer Experience PlatformWorkforce Optimization suite Founders Alec Miloslavsky, Gregory Shenkman Profiles | ||
Genesys, (also known as Genesys Telecommunications Laboratories, Inc.), is a company that sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990 and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.
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History
Genesys was founded by Gregory Shenkkman and Alec Miloslavsky in October 1990. The company's original seed funding came in the form of $150,000 in loans from the founders' families. The company completed its initial public offering (IPO) in June 1997 and was listed on the NASDAQ stock exchange under the ticker symbol GCTI. Genesys acquired Forte Software, Inc. (later renamed Adante), a developer of e-mail management software, in December of that year. The company also acquired Next Age Technologies, a workforce management software developer, in June 1999. Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion in late 1999.
Genesys purchased IBM's CallPath computer telephony integration (CTI) assets in 2001. The company added to its voice portal and interactive voice response (IVR) systems with the acquisition of Campbell, California-based Telera in 2002. It further expanded its IVR systems with the acquisition of GMK and VoiceGenie in 2006.
Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO) in October 2007. He had most recently served as the company's chief operations officer (COO). Two months later, in December 2007, Genesys acquired Informiam, a developer of performance management software for customer service operations. Genesys purchased two companies in 2008: Conseros and SDE Software Development Engineering. Conseros developed high-volume work item management software and SDE created hosting management software.
Permira and Technology Crossover Ventures acquired Genesys from Alcatel-Lucent for $1.5 billion in February 2012. Genesys acquired LM Sistemas, a Brazilian developer of IVR systems, later that year.
Genesys acquired five companies in 2013. In January, the company acquired Utopy, a speech analytics and workforce optimization provider. A month later, it purchased Angel, a developer of cloud-based IVR and contact center software. In May 2013, the company added SoundBite Communications, which produced cloud-based collection and payments, mobile marketing, and customer service software for $100 million. Genesys purchased Echopass, a cloud-based contact center software developer, in October of that year. Finally, in December, company expanded further into Brazil and Latin America with its acquisition of workforce optimization vendor Voran Technologia.
In January 2014, Genesys acquired Ventriloquist Voice Solutions, a Canadian company provider of cloud-based multichannel customer communication and interaction software. Ventriloquist had previously been a Genesys partner. It also added Solariat, a social customer care and analytics platform, later that month. In May 2014, Genesys acquired OVM Solutions, an automated messaging communications company. The company acquired the Singapore-based CanaPlus Consulting in September 2014 to expand Genesys into the Asia-Pacific region.
Genesys announced the acquisition of SpeechStorm, an self-service interactive voice recognition application company, in December 2015. In August 2016, Genesys announced that it was set to acquire the cloud software company, Interactive Intelligence, for $1.4 billion. The acquisition was completed in December 2016.
Products
Genesys develops cloud-based and on-premises customer experience and contact center software. The company has been recognized for its Intelligent Voice Response system and Call Center Modernization software. Genesys received the 2014 Frost & Sullivan Company of the Year Award for the Genesys Cloud, a cloud-based contact center application. In March 2015, Genesys announced an update to its Customer Experience Platform, an omnichannel customer journey lifecycle management system. Genesys is also known for its Workforce Optimization suite, an integrated workforce management system.