Genesys (company)

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Genesys

logo
legal form Incorporated (Inc.)
founding 1990
Seat Daly City , California United StatesUnited StatesUnited States 
management CEO : Tony Bates
Number of employees 6179
sales $ 2 billion
Branch software
Website http://www.genesys.com/de
Status: 2019

Genesys is a company that delivers customer experience and contact center solutions to medium and large companies. This includes cloud-based and on-premise solutions. Genesys is headquartered in Daly City, California with offices in Canada, Latin America, Europe, Africa, the Middle East, Asia, and Australia. The company was founded in 1990 and acquired by Permira Funds and Technology Crossing Ventures in February 2012. Paul Segre has led the company since 2007. In 2013, Genesys had annual sales of $ 740 million. The company is one of the ten largest private software companies in the world.

Genesys DACH (for Germany, Austria and Switzerland) has main offices in Munich and Zurich.

history

Headquarters

Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990. The company's seed funding was made possible in the form of loans worth $ 150,000 from the founding family. The company went public in June 1997 and was listed on the NASDAQ stock exchange under the ticker symbol GCTI. In December of that year, Genesys acquired Forte Software Inc, (later renamed Adante), a provider of email management software solutions. The company also acquired Next Age Technologies, a workforce management software company, in June 1999. At the end of 1999, Alcatel-Lucent (then Alcatel) acquired Genesys for 1.5 billion US dollars.

In 2001, Genesys acquired IBM's CallPath Computer Telephony Integration (CTI) assets. Genesys expanded its voice portal and interactive voice response (IVR) systems with the acquisition of Telera , based in Campbell, California in 2002 . In 2006 the company expanded its IVR solutions with the acquisition of VoiceGenie and GMK.

Paul Segre succeeded Wes Hayden as Genesys' chief executive officer in October 2007, most recently as chief operating officer of the company. Two months later - in December 2007 - the company acquired Informiam. Informiam is a provider of performance management software for the operation of customer services. In addition, Genesys acquired Consero and SDE Software Development Engineering in 2008. Conseros develops software for high-volume work item management. SDE provides hosting management software.

Permira and Technologie Crossover Ventures acquired Genesys from Alcatel-Lucent for $ 1.5 billion in February 2012. That same year, Genesys acquired LM Sistema, a Brazilian provider of IVR systems.

In 2013, Genesys acquired five more companies: In January, it acquired Utopy, a speech analytics and workforce optimization provider. One month later, the company took over Angel, a provider of cloud-based IVR and contact center solutions. In May of the same year, the company acquired SoundBite Communications, a company that provides cloud-based software for collection and payment, mobile marketing and customer service, for $ 100 million. With Echopass, Genesys took over a provider of cloud-based contact center software in October 2013. In December, Genesys expanded in Brazil and Latin America with the acquisition of workforce optimization provider Voran Technologia.

In January 2014, Genesys acquired Ventriloquist Voice Solutions, a Canadian company that enables cloud-based solutions for multi-channel customer communication and interaction. Ventriloquist was previously a Genesys partner. In the same month, the company acquired Solariat, a social customer care and analytics platform. In May 2014, Genesys acquired OVM Solutions, an automated messaging communications company. In September 2014, the company acquired the Singapore- based consulting firm CanaPlus Consulting to strengthen Genesys in the Asia-Pacific region.

In December 2015, Genesys acquired SpeechStorm, a company that offers self-service interactive voice response solutions. In August 2016, Genesys announced that it would take over the cloud software company Interactive Intelligence for 1.4 billion US dollars.

In February 2018, Genesys announced the acquisition of Altocloud, the leading provider of customer journey analysis.

Products and services

Genesys offers various solutions both as on-premise and cloud options.

The three contact center platforms are:

  • "Cloud" for small to medium-sized contact centers:
    The Genesys Cloud is a pure cloud solution that offers the range of functions that small to medium-sized contact centers require. The solution is quick to deploy, easy to scale and offers enormous growth potential.
  • “Pure Connect” for medium-sized contact centers:
    This platform is the only cross-channel all-in-one solution for contact centers and communication that is considered to be the market leader in both cloud and on-premise environments.
  • "Engage" for large contact centers:
    The Genesys Enterprise Edition addresses large companies that require highly scalable and adaptable contact center solutions. The Engage platform can be used on-premise and in the cloud and combines real-time context with intelligent routing.

Awards

  • 2013: Company of the Year for North America ( Frost & Sullivan ).
  • 2013: Leader as "Magic Quadrant for Contact Center Infrastructure" and challenger as "Magic Quadrant for Contact Center Workforce Optimization" ( Gartner ).
  • 2014: Genesys positioned as a “Challenger” in the Gartner “Magic Quadrant for Contact Center Workforce Optimization”
  • 2014: Genesys named a Leader in the 2014 Gartner Magic Quadrant for Contact Center Infrastructure
  • 2015: Genesys named market leader in Gartner's Magic Quadrant for Contact Center Infrastructure, Worldwide
  • 2016: Gartner Study: Genesys “Leader” in Contact Center Infrastructure in Magic Quadrant Report
  • 2016: Genesys receives "Microsoft Gold Partner" status
  • 2017: Genesys “Leader” in the Magic Quadrant for Contact Center Infrastructure for the ninth consecutive year
  • 2017: Genesys is also named a Leader in Gartner's Magic Quadrant studies
  • 2018: Genesys continues to be recognized as a leader in Gartner's annual Magic Quadrant
  • 2018: Top Company Award from Kununu due to the numerous employee recommendations

Individual evidence

  1. ↑ GENESYS: LinkedIn Genesys. Retrieved August 26, 2019 .
  2. ↑ a b Patrick Hoge: To go, or not to go: Tech's IPO shuffle ( English ) San Francisco Business Times. March 11, 2014. Retrieved July 12, 2014.
  3. ↑ a b c Scott McCormack: The Russia house ( English ) Forbes.com . July 6, 1998. Retrieved July 12, 2014.
  4. ↑ a b c d Patrick Hoge: Paul Segre, president and CEO of Genesys ( English ) San Francisco Business Times. June 15, 2012. Retrieved July 12, 2014.
  5. ↑ Genesys: Schuh heads DACH. ChannelBiz, December 19, 2013.
  6. ↑ Genesys Telecommunications Laboratories, Inc. ( English ) Securities and Exchange Commission. 1997. Retrieved July 11, 2014.
  7. ↑ Finance: Call Center House Forte is now Adante after Acquisition (English) , Network Briefing. March 24, 1998. 
  8. ^ Form 10-K ( English ) Securities and Exchange Commission. Retrieved July 11, 2014.
  9. ↑ Alcatel plans to buy Genesys for $ 1.5 Billion ( English ) The New York Times . September 29, 1999. Retrieved July 11, 2014.
  10. ↑ Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus ( English ) May 16, 2001. Retrieved July 13, 2014.
  11. ↑ Ann Bednarz: Genesys delivers self-service voice app Alcatel subsidiary joins call center rivals in adding VoiceXML support (English) , Network World. August 5, 2002. 
  12. ↑ Alcatel's Genesys to Acquire VoiceGenie (English) , Telecom Tactics Insider. April 15, 2006. 
  13. ^ Leonard Klie: Genesys CEO Leaves for Nuance Post ( Deutsch ) Destination CRM. October 3, 2007. Retrieved July 11, 2014.
  14. ↑ Phillip Britt: Genesys Acquires Informiam ( Deutsch ) Destination CRM. December 11, 2007. Retrieved July 11, 2014.
  15. ↑ a b Genesys acquires Conseros (English) , Telecom World Wire. January 23, 2009. 
  16. ↑ a b Genesys announces acquisition of SDE Software Development Engineering GmbH (English) , Telecomworldwire. January 23, 2009. 
  17. ↑ Alcatel-Lucent sells Genesys for $ 1.5bn ( English ) Financial Times. October 19, 2011. Retrieved July 11, 2014.
  18. ↑ Genesys Acquires LM Sistemas, a Brazilian Self-Service Apps and Service Provider ( Deutsch ) Destination CRM. Retrieved July 11, 2014.
  19. ↑ Cromwell Schubarth: Genesys to buy Echopass in contact center deal . Silicon Valley Business Journal . October 8, 2013. Retrieved July 11, 2014.
  20. ↑ Eric Savitz: MicroStrategy To Sell Angel.com Unit To Genesys For $ 110M . In: Forbes , February 26, 2013. 
  21. ↑ Genesys to Buy SoundBite for $ 100.4 million . In: The Wall Street Journal , May 20, 2013. 
  22. ↑ Cromwell Schubarth: Genesys to buy Echopass in contact center deal . Silicon Valley Business Journal . October 8, 2013. Retrieved July 11, 2014.
  23. ↑ Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market . December 2, 2013. Archived from the original on May 8, 2014. Info: The archive link was automatically inserted and not yet checked. Please check the original and archive link according to the instructions and then remove this notice. Retrieved July 13, 2014. @1@ 2Template: Webachiv / IABot / finance.yahoo.com
  24. ^ Leonard Klie: Genesys Further Ventures into the Cloud with Ventriloquist Acquisition . Speech Technology. January 21, 2014. Retrieved July 11, 2014.
  25. ^ Jim Tierney: Genesys Adds Scale with Acquisition of Ventriloquist Voice Solutions . loyalty360. January 22, 2014. Retrieved July 11, 2014.
  26. ^ Rory J. Thompson: Wheelings and Dealings: Genesys Expands Offerings with Voice Solutions Acquisition . Cloud call center. January 27, 2014. Retrieved July 11, 2014.
  27. ↑ Genesys Acquires OVM Solutions . Speech Technology Magazine. May 5, 2014. Retrieved July 11, 2014.
  28. ↑ Genesys Acquires OVM Solutions . Speech Technology Magazine. May 5, 2014. Retrieved October 28, 2016.
  29. ↑ Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition . December 21, 2015. Archived from the original on January 31, 2016. Info: The archive link was automatically inserted and not yet checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / finance.yahoo.com
  30. ↑ Kai-Werner Fajga: Call Center: Genesys acquires Interactive Intelligence . TeleTalk. 2nd September 2016.
  31. ↑ https://www.genesys.com/de-de/customer-experience/innovations/innovations-altocloud
  32. ^ Company of the Year Award - Contact Center Systems. Nancy Jamison: Frost & Sullivan. 2013 North America; August, 2013.
  33. ↑ Genesys positioned as a “Leader” in the Gartner “Magic Quadrant 2013 for Contact Center Infrastructure”. Press box. July 9, 2013.
  34. ↑ Genesys positioned as a "Challenger" in Gartner's "Magic Quadrant for Contact Center Workforce Optimization". Presse Anzeiger, February 19, 2014.
  35. ↑ Genesys positioned as a “Challenger” in Gartner's “Magic Quadrant for Contact Center Workforce Optimization”. In: Genesys. Retrieved on March 11, 2019 (German).
  36. ↑ Genesys Positioned a Leader in Gartner Magic Quadrant 2014 for Contact Center Infrastructure. In: Genesys. Retrieved on March 11, 2019 (German).
  37. ↑ Gartner names Genesys a World Leader in the 2015 Magic Quadrant Contact Center Infrastructure. In: Genesys. Retrieved on March 11, 2019 (German).
  38. ↑ Gartner Study: Genesys "Leader" in Contact Center Infrastructure in Magic Quadrant Report. In: Genesys. Retrieved on March 11, 2019 (German).
  39. ↑ Genesys receives status as a Microsoft Gold Partner. In: Genesys. Retrieved on March 11, 2019 (German).
  40. ↑ Genesys “Leader” in the Magic Quadrant for Contact Center Infrastructure for the ninth consecutive year. In: Genesys. Retrieved on March 11, 2019 (German).
  41. ↑ Two Is Better: Genesys was named a Leader in Gartner Magic Quadrant studies. In: Genesys. Retrieved on March 11, 2019 (German).
  42. ↑ Genesys named a Leader in Gartner's Annual Magic Quadrant. In: Genesys. Retrieved on March 11, 2019 (German).
  43. ↑ Genesys Telecommunications Laboratories in the employer check. Retrieved March 11, 2019 .

Web links

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