Genesys (company)

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Genesys
Formerly
Genesys Telecommunications Laboratories
Private
IndustryCustomer experience
Founded1990; 29 years ago (1990)
Founders
  • Gregory Shenkman
  • Alec Miloslavsky
Headquarters,
United States
Area served
Worldwide
Key people
Paul Segre (CEO) [1]
Products
  • PureEngage
  • PureCloud
  • PureConnect
Services
  • Business Consulting
  • Professional Services
  • Managed Services
RevenueIncrease $2 billion[2] (2016)
Owner
Number of employees
5,935[3]
Websitewww.genesys.com

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.[4] It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California[4], and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990[5] and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.[6]

History[edit]

Founding and ownership[edit]

Genesys was founded by Gregory Shenkkman and Alec Miloslavsky in October 1990.[5][7] The company's original seed funding was $150,000 in loans from the founders' families.[5] The company completed its initial public offering (IPO) in June 1997 and was listed on the NASDAQ stock exchange under the ticker symbol GCTI. Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO) in October 2007. [8]

Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion in late 1999.[9]

Permira and Technology Crossover Ventures acquired Genesys from Alcatel-Lucent for $1.5 billion in February 2012 [6][10]

Acquisitions[edit]

1997 Forte Software, Inc. (later renamed Adante), a developer of e-mail management software, in December 1997, [11] and Next Age Technologies, a workforce management software developer.[12]

2001 IBM's CallPath computer telephony integration (CTI) assets .[13]

2002 Telera, a Campbell, California-based developer of voice portal and interactive voice response (IVR) systems f [14]

2006 GMK and VoiceGenie, developers of IVR systems .[15]

2007 Informiam, a developer of performance management software for customer service operations.[16]

2008 Conseros, developer of high-volume work item management software[17] and SDE Software Development Engineering, , a creator of hosting management software.[18]

2009. LM Sistemas, a Brazilian developer of IVR systems.[19]

2013 Utopy (a speech analytics and workforce optimization provider, [20] Angel, a developer of cloud-based IVR and contact center software,[21] SoundBite Communications,(a producer of cloud-based collection and payments, mobile marketing, and customer service software,[22] Echopass, a cloud-based contact center software developer.[23] and Voran Technologia (a Latin America-based workforce optimization vendor). [24]

2014 Ventriloquist Voice Solution, a Canadian provider of cloud-based multichannel customer communication and interaction software,[25] Solariat, a social customer care and analytics platform,[26] I OVM Solutions an automated messaging communications company[27] and the Singapore-based CanaPlus Consulting.[28]

2015 SpeechStorm a self-service interactive voice recognition application company).[29]

2016 Interactive Intelligence, a cloud software company for $1.4 billion[30] [31]

2018 Altocloud, a Galway, Ireland based AI software developer[32] [33]

Products[edit]

PureCloud is an enterprise-grade cloud services platform for collaboration built on Amazon Web Services (AWS); it provides a customer engagement solution for large firm

PureConnect provides similar services for smaller firms. PureEngage is a larger enterprise edition for the most complex customers.

References[edit]

  1. ^ "Leadership". Genesys.com.
  2. ^ "Genesys to Acquire Interactive Intelligence to Create the World's Premier Omnichannel Customer Experience Company". Business Wire. 31 August 2016.
  3. ^ Genesys LinkedIn
  4. ^ a b Patrick Hoge (11 March 2014). "To go, or not to go: Tech's IPO shuffle". San Francisco Business Times. Retrieved 6 May 2014.
  5. ^ a b c Scott McCormack (6 July 1998). "The Russia house". Forbes. Retrieved 6 May 2014.
  6. ^ a b Patrick Hoge (15 June 2012). "Paul Segre, president and CEO of Genesys". San Francisco Business Times. Retrieved 6 May 2014.
  7. ^ "Genesys Telecommunications Laboratories, Inc". Securities and Exchange Commission. 1997. Retrieved 7 May 2014.
  8. ^ Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. Retrieved 7 May 2014.
  9. ^ "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. 29 September 1999. Retrieved 7 May 2014.
  10. ^ "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. Retrieved 7 May 2014.
  11. ^ "Finance: Call Center House Forte is now Adante after Acquisition". Network Briefing. 24 March 1998.
  12. ^ "Form 10-K". Securities and Exchange Commission. Retrieved 7 May 2014.
  13. ^ "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". May 16, 2001.
  14. ^ Ann Bednarz (5 August 2002). "Genesys delivers self-service voice app Alcatel subsidiary joins call center rivals in adding VoiceXML support". Network World.
  15. ^ "Alcatel's Genesys to Acquire VoiceGenie". Telecom Tactics Insider. 15 April 2006.
  16. ^ Phillip Britt (11 December 2007). "Genesys Acquires Informiam". Destination CRM. Retrieved 7 May 2014.
  17. ^ "Genesys acquires Conseros". Telecomworldwire. 23 January 2009.
  18. ^ "Genesys announces acquisition of SDE Software Development Engineering GmbH". Telecomworldwire. 23 January 2009.
  19. ^ "Genesys Acquires LM Sistemas, a Brazilian Self-Service Apps and Service Provider". Destination CRM. Retrieved 7 May 2014.
  20. ^ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014.
  21. ^ Savitz, Eric (February 26, 2013). "MicroStrategy To Sell Angel.com Unit To Genesys For $110M". Forbes.
  22. ^ "Genesys to Buy SoundBite for $100.4 Million". The Wall Street Journal. May 20, 2013.
  23. ^ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014.
  24. ^ "Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market". Dec 2, 2013. Archived from the original on 2014-05-08.
  25. ^ Leonard Klie (21 January 2014). "Genesys Further Ventures into the Cloud with Ventriloquist Acquisition". Speech Technology. Retrieved 7 May 2014.
  26. ^ Rory J. Thompson (27 January 2014). "Wheelings and Dealings: Genesys Expands Offerings with Voice Solutions Acquisition". Cloud Call Center. Retrieved 7 May 2014.
  27. ^ "Genesys Acquires OVM Solutions". Speech Technology Magazine. 5 May 2014. Retrieved 13 May 2014.
  28. ^ "Genesys Acquires CanaPlus Consulting". CRM Magazine. September 4, 2014. Retrieved October 10, 2014.
  29. ^ "Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition". 21 December 2015.
  30. ^ McGee-Smith, Sheila (August 31, 2016). "Q&A: Genesys CEO Dishes on Interactive Intelligence Buy". Nojitter.com.
  31. ^ "Genesys Completes Acquisition of Interactive Intelligence to Create World's Leading Omnichannel Customer Experience Solutions Company".
  32. ^ "Galway-based software firm Altocloud acquired by Genesys". Feb 27, 2018.
  33. ^ "Genesys Acquires Altocloud to Help All Businesses Improve Sales, Service". Mar, 2018. Check date values in: |date= (help)

External links[edit]