Genesys (company)

Genesys
Formerly
 Genesys Telecommunications Laboratories
Private
Industry
Founded 1990 (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)
Peter Graf (Chief Product Officer)
Larry Katz (Chief Financial Officer)[1]
Products
  • PureCloud[2]
  • PureConnect[3]
  • PureEngage[4]
  • 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
[5]
Revenue Increase $1.3 billion[6] (2016)
Owner Hellman & Friedman, LLC
Number of employees
 4,214[7]
Website www.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.[8] It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California[8], and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990[9] and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.[10]

History

Founding: 1990-2012

Genesys was founded by Gregory Shenkkman and Alec Miloslavsky in October 1990.[9][11] The company's original seed funding came in the form of $150,000 in loans from the founders' families.[9] 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.[12] The company also acquired Next Age Technologies, a workforce management software developer, in June 1999.[13] Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion in late 1999.[14]

Genesys purchased IBM's CallPath computer telephony integration (CTI) assets in 2001.[15] The company added to its voice portal and interactive voice response (IVR) systems with the acquisition of Campbell, California-based Telera in 2002.[16] It further expanded its IVR systems with the acquisition of GMK and VoiceGenie in 2006.[17]

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).[18] Two months later, in December 2007, Genesys acquired Informiam, a developer of performance management software for customer service operations.[19] Genesys purchased two companies in 2008: Conseros and SDE Software Development Engineering.[20][21] Conseros developed high-volume work item management software[20] and SDE created hosting management software.[21]

Permira and Technology Crossover Ventures acquired Genesys from Alcatel-Lucent for $1.5 billion in February 2012.[10][22] Genesys acquired LM Sistemas, a Brazilian developer of IVR systems, later that year.[23]

Acquisitions: 2013-present

Genesys acquired five companies in 2013. In January, the company acquired Utopy, a speech analytics and workforce optimization provider.[24] A month later, it purchased Angel, a developer of cloud-based IVR and contact center software.[25] In May 2013, the company added SoundBite Communications, which produced cloud-based collection and payments, mobile marketing, and customer service software for $100 million.[26] Genesys purchased Echopass, a cloud-based contact center software developer, in October of that year.[27] Finally, in December, company expanded further into Brazil and Latin America with its acquisition of workforce optimization vendor Voran Technologia.[28]

In January 2014, Genesys acquired Ventriloquist Voice Solutions, a Canadian company provider of cloud-based multichannel customer communication and interaction software.[29] Ventriloquist had previously been a Genesys partner.[30] It also added Solariat, a social customer care and analytics platform, later that month.[31] In May 2014, Genesys acquired OVM Solutions, an automated messaging communications company.[32] The company acquired the Singapore-based CanaPlus Consulting in September 2014 to expand Genesys into the Asia-Pacific region.[33]

Genesys announced the acquisition of SpeechStorm, a self-service interactive voice recognition application company, in December 2015.[34] In August 2016, Genesys announced that it was set to acquire the cloud software company, Interactive Intelligence, for $1.4 billion.[35] The acquisition was completed in December 2016.[36]

Products

PureCloud

PureCloud is an enterprise-grade cloud services platform for collaboration, communications, and customer engagement. Built on Amazon Web Services (AWS) and utilizing microservices, PureCloud provides a customer engagement solution for larger customers with advanced functionality with superior reliability, security, resiliency and serviceability.

PureConnect

PureConnect serves the needs of customers with either a premise based requirement or a single tenant cloud requirement. It is an all-in-one multichannel contact center and unified communications solution providing customer engagement, self-service, speech analytics, workforce optimization, proactive outreach and customization capabilities.

PureEngage

PureEngage is an enterprise edition solution available in a cloud, premise, or hybrid scenario. Targeted at large and complex customers, PureEngage provides real-time contextual journeys, world-class intelligent routing, and digital transformation at any scale. PureEngage supports extensive customization through open APIs and web standards.

References

  1. ↑ "Leadership". Genesys.com.
  2. ↑ "PureCloud".
  3. ↑ "PureConnect".
  4. ↑ "PureEngage".
  5. ↑ "Genesys - Services".
  6. ↑ "Genesys to Acquire Interactive Intelligence to Create the World's Premier Omnichannel Customer Experience Company". Business Wire. 31 August 2016.
  7. ↑ Genesys LinkedIn
  8. 1 2 Patrick Hoge (11 March 2014). "To go, or not to go: Tech's IPO shuffle". San Francisco Business Times. Retrieved 6 May 2014.
  9. 1 2 3 Scott McCormack (6 July 1998). "The Russia house". Forbes. Retrieved 6 May 2014.
  10. 1 2 Patrick Hoge (15 June 2012). "Paul Segre, president and CEO of Genesys". San Francisco Business Times. Retrieved 6 May 2014.
  11. ↑ "Genesys Telecommunications Laboratories, Inc". Securities and Exchange Commission. 1997. Retrieved 7 May 2014.
  12. ↑ "Finance: Call Center House Forte is now Adante after Acquisition". Network Briefing. 24 March 1998.
  13. ↑ "Form 10-K". Securities and Exchange Commission. Retrieved 7 May 2014.
  14. ↑ "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. 29 September 1999. Retrieved 7 May 2014.
  15. ↑ "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". May 16, 2001.
  16. ↑ Ann Bednarz (5 August 2002). "Genesys delivers self-service voice app Alcatel subsidiary joins call center rivals in adding VoiceXML support". Network World.
  17. ↑ "Alcatel's Genesys to Acquire VoiceGenie". Telecom Tactics Insider. 15 April 2006.
  18. ↑ Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. Retrieved 7 May 2014.
  19. ↑ Phillip Britt (11 December 2007). "Genesys Acquires Informiam". Destination CRM. Retrieved 7 May 2014.
  20. 1 2 "Genesys acquires Conseros". Telecomworldwire. 23 January 2009.
  21. 1 2 "Genesys announces acquisition of SDE Software Development Engineering GmbH". Telecomworldwire. 23 January 2009.
  22. ↑ "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. Retrieved 7 May 2014.
  23. ↑ "Genesys Acquires LM Sistemas, a Brazilian Self-Service Apps and Service Provider". Destination CRM. Retrieved 7 May 2014.
  24. ↑ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014.
  25. ↑ Savitz, Eric (February 26, 2013). "MicroStrategy To Sell Angel.com Unit To Genesys For $110M". Forbes.
  26. ↑ "Genesys to Buy SoundBite for $100.4 Million". The Wall Street Journal. May 20, 2013.
  27. ↑ Cromwell Schubarth (8 October 2013). "Genesys to buy Echopass in contact center deal". Silicon Valley Business Journal. Retrieved 7 May 2014.
  28. ↑ "Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market". Dec 2, 2013. Archived from the original on 2014-05-08.
  29. ↑ Leonard Klie (21 January 2014). "Genesys Further Ventures into the Cloud with Ventriloquist Acquisition". Speech Technology. Retrieved 7 May 2014.
  30. ↑ Jim Tierney (22 January 2014). "Genesys Adds Scale with Acquisition of Ventriloquist Voice Solutions". loyalty360. Retrieved 7 May 2014.
  31. ↑ Rory J. Thompson (27 January 2014). "Wheelings and Dealings: Genesys Expands Offerings with Voice Solutions Acquisition". Cloud Call Center. Retrieved 7 May 2014.
  32. ↑ "Genesys Acquires OVM Solutions". Speech Technology Magazine. 5 May 2014. Retrieved 13 May 2014.
  33. ↑ "Genesys Acquires CanaPlus Consulting". CRM Magazine. September 4, 2014. Retrieved October 10, 2014.
  34. ↑ "Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition". 21 December 2015.
  35. ↑ McGee-Smith, Sheila (August 31, 2016). "Q&A: Genesys CEO Dishes on Interactive Intelligence Buy". Nojitter.com.
  36. ↑ "Genesys Completes Acquisition of Interactive Intelligence to Create World's Leading Omnichannel Customer Experience Solutions Company".
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