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Genesys (company)

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Genesys
FormerlyGenesys Telecommunications Laboratories
Company typePrivate
Industry
Founded1990; 34 years ago (1990)
Founders
  • Gregory Shenkman
  • Alec Miloslavsky
Headquarters
Daly City, California
,
United States
Area served
Worldwide
Key people
Paul Segre (CEO)
Tom Eggemeier (President)
Slava Zhakov (Chief Technology Officer)
Merijn te Booij (Chief Marketing Officer)[1]
Products
  • Intelligent Voice Response system
  • Call Center Modernization software
  • Genesys Cloud
  • Customer Experience Platform
  • Workforce Optimization suite
Services
  • Business Consulting
  • Professional Services
  • Genesys Guru Managed Services
[2]
RevenueIncrease $850 million[3] (2014)
Total assets31,015,000 United States dollar (2020) Edit this on Wikidata
Owner
  • Permira Funds
  • Technology Crossing Ventures
Number of employees
3,218[4]
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.[5] It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California[5] and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990[6] and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.[7] Paul Segre has led the company since 2007.[7] In February 2015, the company announced its 2014 revenue of $850 million.[3]

History

Genesys was founded by Gregory Shenkkman and Alec Miloslavsky in October 1990.[6][8] The company's original seed funding came in the form of $150,000 in loans from the founders' families.[6] 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.[9] The company also acquired Next Age Technologies, a workforce management software developer, in June 1999.[10] Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion in late 1999.[11]

Genesys purchased IBM's CallPath computer telephony integration (CTI) assets in 2001.[12] The company added to its voice portal and interactive voice response (IVR) systems with the acquisition of Campbell, California-based Telera in 2002.[13] It further expanded its IVR systems with the acquisition of GMK and VoiceGenie in 2006.[14]

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).[15] Two months later, in December 2007, Genesys acquired Informiam, a developer of performance management software for customer service operations.[16] Genesys purchased two companies in 2008: Conseros and SDE Software Development Engineering.[17][18] Conseros developed high-volume work item management software[17] and SDE created hosting management software.[18]

Permira and Technology Crossover Ventures acquired Genesys from Alcatel-Lucent for $1.5 billion in February 2012.[7][19] Genesys acquired LM Sistemas, a Brazilian developer of IVR systems, later that year.[20]

Genesys acquired five companies in 2013. In January, the company acquired Utopy, a speech analytics and workforce optimization provider.[21] A month later, it purchased Angel, a developer of cloud-based IVR and contact center software.[22] In May 2013, the company added SoundBite Communications, which produced cloud-based collection and payments, mobile marketing, and customer service software for $100 million.[23] Genesys purchased Echopass, a cloud-based contact center software developer, in October of that year.[24] Finally, in December, company expanded further into Brazil and Latin America with its acquisition of workforce optimization vendor Voran Technologia.[25]

In January 2014, Genesys acquired Ventriloquist Voice Solutions, a Canadian company provider of cloud-based multichannel customer communication and interaction software.[26] Ventriloquist had previously been a Genesys partner.[27] It also added Solariat, a social customer care and analytics platform, later that month.[28] In May 2014, Genesys acquired OVM Solutions, an automated messaging communications company.[29] The company acquired the Singapore-based CanaPlus Consulting in September 2014 to expand Genesys into the Asia-Pacific region.[30]

Genesys announced the acquisition of SpeechStorm, an self-service interactive voice recognition application company, in December 2015.[31] In August 2016, Genesys announced that it was set to acquire the cloud software company, Interactive_Intelligence, for $1.4 billion.[32] The acquisition was completed in December 2016.[33]

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.[34][35] In March 2015, Genesys announced an update to its Customer Experience Platform, an omnichannel customer journey lifecycle management system.[36][37] Genesys is also known for its Workforce Optimization suite, an integrated workforce management system.[38]

References

  1. ^ "Leadership". Genesys.com.
  2. ^ "Genesys - Services".
  3. ^ a b "Genesys Delivers Record Revenue In 2014". Business Wire. 3 February 2015. Retrieved 27 February 2015.
  4. ^ Genesys LinkedIn
  5. ^ 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.
  6. ^ a b c Scott McCormack (6 July 1998). "The Russia house". Forbes. Retrieved 6 May 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  7. ^ a b c Patrick Hoge (15 June 2012). "Paul Segre, president and CEO of Genesys". San Francisco Business Times. Retrieved 6 May 2014.
  8. ^ "Genesys Telecommunications Laboratories, Inc". Securities and Exchange Commission. 1997. Retrieved 7 May 2014.
  9. ^ "Finance: Call Center House Forte is now Adante after Acquisition". Network Briefing. 24 March 1998.
  10. ^ "Form 10-K". Securities and Exchange Commission. Retrieved 7 May 2014.
  11. ^ "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. 29 September 1999. Retrieved 7 May 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  12. ^ "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". May 16, 2001.
  13. ^ Ann Bednarz (5 August 2002). "Genesys delivers self-service voice app Alcatel subsidiary joins call center rivals in adding VoiceXML support". Network World.
  14. ^ "Alcatel's Genesys to Acquire VoiceGenie". Telecom Tactics Insider. 15 April 2006.
  15. ^ Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. Retrieved 7 May 2014.
  16. ^ Phillip Britt (11 December 2007). "Genesys Acquires Informiam". Destination CRM. Retrieved 7 May 2014.
  17. ^ a b "Genesys acquires Conseros". Telecomworldwire. 23 January 2009.
  18. ^ a b "Genesys announces acquisition of SDE Software Development Engineering GmbH". Telecomworldwire. 23 January 2009.
  19. ^ "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. Retrieved 7 May 2014.
  20. ^ "Genesys Acquires LM Sistemas, a Brazilian Self-Service Apps and Service Provider". Destination CRM. Retrieved 7 May 2014.
  21. ^ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  22. ^ Savitz, Eric (February 26, 2013). "MicroStrategy To Sell Angel.com Unit To Genesys For $110M". Forbes.
  23. ^ "Genesys to Buy SoundBite for $100.4 Million". The Wall Street Journal. May 20, 2013.
  24. ^ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  25. ^ "Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market". Dec 2, 2013.
  26. ^ Leonard Klie (21 January 2014). "Genesys Further Ventures into the Cloud with Ventriloquist Acquisition". Speech Technology. Retrieved 7 May 2014.
  27. ^ Jim Tierney (22 January 2014). "Genesys Adds Scale with Acquisition of Ventriloquist Voice Solutions". loyalty360. Retrieved 7 May 2014.
  28. ^ Rory J. Thompson (27 January 2014). "Wheelings and Dealings: Genesys Expands Offerings with Voice Solutions Acquisition". Cloud Call Center. Retrieved 7 May 2014.
  29. ^ "Genesys Acquires OVM Solutions". Speech Technology Magazine. 5 May 2014. Retrieved 13 May 2014.
  30. ^ "Genesys Acquires CanaPlus Consulting". CRM Magazine. September 4, 2014. Retrieved October 10, 2014.
  31. ^ "Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition". 21 December 2015.
  32. ^ McGee-Smith, Sheila (August 31, 2016). "Q&A: Genesys CEO Dishes on Interactive Intelligence Buy". Nojitter.com.
  33. ^ "Genesys Completes Acquisition of Interactive Intelligence to Create World's Leading Omnichannel Customer Experience Solutions Company".
  34. ^ Brandon, Jonathan (13 June 2014). "Genesys taps IBM Watson cloud for customer engagement". Business Cloud News. Retrieved 5 August 2015.
  35. ^ "Frost & Sullivan Award Highlights Momentum for Genesys". Inside ARM. 15 September 2014. Retrieved 5 August 2015.
  36. ^ Tierney, Jim (31 March 2015). "Genesys Customer Experience Platform Goes Far Beyond CRMs". Loyalty360. Retrieved 5 August 2015.
  37. ^ Minsker, Maria (16 March 2015). "Genesys Debuts the Latest Version of Its Customer Experience Platform". Destination CRM. Retrieved 5 August 2015.
  38. ^ Turner, Andy (3 March 2010). "A beginner's guide to adherence management". Call Centre Helper. Retrieved 5 August 2015.
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