Genesys (company)

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Genesys
FormerlyGenesys Telecommunications Laboratories
TypePrivate
IndustryCustomer experience
Founded1990; 31 years ago (1990)
Founders
  • Gregory Shenkman
  • Alec Miloslavsky
Headquarters,
United States
Area served
Worldwide
Key people
Tony Bates (CEO)
Paul Segre (Chairman)[1]
Products
  • Genesys Engage
  • Genesys Cloud
  • PureConnect
  • Genesys DX
Services
  • Business Consulting
  • Professional Services
  • Managed Services
RevenueIncrease $1.4 billion[2] (2018)
Owner
Number of employees
5,935[3]
Websitewww.genesys.com

Genesys, or Genesys Telecommunications Laboratories, Inc., is a Daly City, California-based company that sells customer experience (CX) and call center technology to mid-sized and large businesses.[4] It sells both cloud-based and hybrid cloud software. The company was founded in 1990[5] and was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV) in February 2012.[6]

History[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.

In late 1999, Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion.[8]

In October 2007, Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO).[9]

In February 2012, Permira and TCV acquired Genesys from Alcatel-Lucent for $1.5 billion.[6][10]

In July 2016, private equity investor Hellman & Friedman purchased a $900 million stake in Genesys from majority owners Permira and Technology Crossover Ventures, valuing the company at $3.8 billion.[11]

In May 2019, former Skype CEO Tony Bates joined Genesys as the new CEO, with former CEO Segre moving to the position of chairman.[1]

Acquisitions[edit]

The company has grown over the years through a series of acquisitions.

In December 1997, Genesys acquired Forte Software, Inc. (later renamed Adante), a developer of e-mail management software.[12]

In December 1998, Genesys acquired Plato Software Corporation.[13]

In June 1999, the company acquired Next Age Technologies, a workforce management software developer.[13]

In May 2001, the company purchased IBM's CallPath computer telephony integration (CTI) business.[14]

In 2002, Genesys parent Alcatel acquired Telera, a Campbell, California-based developer of voice portal and interactive voice response (IVR) systems, and merged the company into Genesys.[15]

In April 2006, Genesys acquired VoiceGenie Technologies, a developer of voice self-service software based on VoiceXML.[16]

In December 2007, Genesys announced it acquired Informiam, a developer of performance management software for customer service operations.[17]

In January 2009, Genesys announced the acquisition of Conseros, a developer of high-volume work item management software and SDE Software Development Engineering, a creator of hosting management software for contact centers.[18]

In March 2014, the company acquired Solariat, a developer of software to measure and manage social media engagements for customers.[19]

In May 2014, the company acquired OVM Solutions, a developer of cloud-based customer communications software.[20]

In 2016, the company acquired the Genesys division of EIT, its regional partner in Korea.[citation needed] In December, Genesys acquired Interactive Intelligence, a developer of customer experience software for the cloud, for $1.4B [21]

In February 2017, Genesys acquired Silver Lining, an employee performance management company that developed applications to support and analyze employee performance and learning automation.[22]

In February 2018, Genesys acquired AltoCloud, a customer journey analytics provider.[23]

In March 2020, the company acquired nGUVU, a partner purchased to add gamification to its workforce engagement management suite.[24]

In March, 2021, the company announced the acquisition the Bold360 suite of digital engagement software from LogMeIn.[25]

Products[edit]

The company develops call center software for businesses. The software is available over the cloud, or as on-premises software. The company's products include the following:

  • Genesys Engage, formerly PureEngage, Genesys' original call center software[26]
  • Genesys Cloud, formerly PureCloud, microservices-based software built on Amazon Web Services[26]
  • PureConnect, formerly Customer Interaction Center or CIC (developed by Interactive Intelligence), software for customer experience management at contact centers[26]
  • Genesys DX, predictive digital customer engagement software which combines customer experience software (CX) with artificial intelligence (AI)[27]

Operations[edit]

Genesys is headquartered in Daly City, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia.[4][citation needed]

Sponsorships[edit]

Genesys is the primary sponsor of IndyCar Series driver James Hinchcliffe in the #29 Andretti Autosport Honda. The company also has sponsorships with the Texas Motor Speedway for the Genesys 300 and Genesys 600 races.[28][29]

References[edit]

  1. ^ a b "Genesys Taps Former Cisco, Microsoft, Skype Exec as CEO". No Jitter. May 6, 2018. Retrieved June 24, 2021.
  2. ^ "Genesys CEO Paul Segre takes the acquisition track to keep pace with evolving contact center industry". Fierce CEO. April 28, 2016. Retrieved June 23, 2021.
  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. ^ "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. September 29, 1999. Retrieved June 24, 2021.
  9. ^ Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. Retrieved 7 May 2014.
  10. ^ "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. Retrieved 7 May 2014.
  11. ^ "Private equity firm takes $900M stake in Genesys call center business". Silicon Valley Business Journal. July 21, 2016. Retrieved June 24, 2021.
  12. ^ "FORTE ACQUIRED BY GENESYS". Telecom Paper. March 10, 1998. Retrieved June 24, 2021.
  13. ^ a b "Form 10-K". Securities and Exchange Commission. September 28, 1999. Retrieved June 24, 2021.
  14. ^ "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". Gartner. May 16, 2001. Retrieved June 24, 2021.
  15. ^ "Alcatel Will Merge Telera Into Genesys, Challenge IVR Market". Gartner. June 3, 2002. Retrieved June 24, 2021.
  16. ^ "Genesys Rubs Aladdin and Acquires VoiceGenie Technologies". Destination CRM. April 5, 2006. Retrieved June 24, 2021.
  17. ^ "Genesys Acquires Informiam". Destination CRM. December 11, 2007. Retrieved June 24, 2021.
  18. ^ "Genesys Acquires Informiam". TMCNET. January 22, 2009. Retrieved June 24, 2021.
  19. ^ "Genesys Acquires Social Customer Care Provider Solariat". Destination CRM. March 19, 2014. Retrieved June 24, 2021.
  20. ^ "Genesys acquires OVM Solutions". IT Web. May 6, 2014. Retrieved June 24, 2021.
  21. ^ "Genesys to Buy Interactive Intelligence in $1.4 Billion Deal". Bloomberg.com. 2016-08-31. Retrieved 2021-04-13.
  22. ^ "Genesys announces acquisition of Silver Lining Solutions". ITP. March 7, 2017. Retrieved June 24, 2021.
  23. ^ "Genesys Chooses Altocloud as Next Strategic Acquisition". No Jitter. February 27, 2018. Retrieved June 24, 2021.
  24. ^ "Genesys Acquires Gamification Startup nGUVU". No Jitter. March 3, 2020. Retrieved June 24, 2021.
  25. ^ "Genesys Acquires Digital Engagement Suite from LogMeIn". No Jitter. March 16, 2021. Retrieved June 24, 2021.
  26. ^ a b c "Genesys Debuts New Cloud Branding". No Jitter. January 14, 2020. Retrieved July 1, 2021.
  27. ^ "Genesys DX: Driving Digital Customer Engagement". No Jitter. January 14, 2020. Retrieved July 1, 2021.
  28. ^ "Texas' INDYCAR race adds Genesys sponsorship". Indycar.com. February 26, 2020. Retrieved June 24, 2021.
  29. ^ "How first-year title sponsor Genesys is making most of fan-less IndyCar race at TMS". Star Telegram. June 5, 2020. Retrieved June 24, 2021.