Company:Genesys

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Short description: American technology company
Genesys Cloud Services, Inc.
FormerlyGenesys Telecommunications Laboratories
TypePrivate
IndustrySoftware
Founded1990; 34 years ago (1990)
Founders
  • Gregory Shenkman
  • Alec Miloslavsky
Headquarters
Menlo Park, California
,
U.S.
Area served
Worldwide
Key people
  • Tony Bates (Chairman and (CEO)
  • Brian Swartz (CFO)
  • Eva Majercsik (Chief People Officer)
RevenueIncrease $2.0 billion[1] (2022)
Owners
  • Hellman & Friedman
  • Permira
  • Technology Crossover Ventures
Number of employees
6000+ (2023)
Websitegenesys.com

Genesys Cloud Services, Inc. (Genesys), formerly Genesys Telecommunications Laboratories, Inc., is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses.[2] It sells both cloud-based and hybrid cloud software. The company was founded in 1990[3] and was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV) in February 2012.[4]

History

Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990.[3][5] The company's original seed funding was $150,000 in loans from the founders' families.[3] 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.[6]

In October 2007, Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO).[7]

In February 2012, Permira and TCV acquired Genesys from Alcatel-Lucent for $1.5 billion.[4][8]

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.[9]

In May 2019, former Skype CEO Tony Bates joined Genesys as the new CEO, with former CEO Segre moving to the position of chairman.[10]

Acquisitions

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

In December 1997, Genesys acquired Forte Software, Inc. (later renamed Adante).[11]

In December 1998, Genesys acquired Plato Software Corporation.[12]

In June 1999, the company acquired Next Age Technologies, a workforce management software developer.[12]

In May 2001, the company purchased IBM's CallPath computer telephony integration (CTI) business.[13]

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.[14][15]

In April 2006, Genesys acquired VoiceGenie Technologies, a developer of voice self-service software based on VoiceXML.[15]

In December 2007, Genesys announced it acquired Informiam, a developer of performance management software for customer service operations.[16]

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.[17]

In May 2013, the company acquired Angel.com, a provider of cloud-based contact center solutions, from parent company MicroStrategy, for $110 million.[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

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 Multicloud CX, formerly Genesys Engage and PureEngage, Genesys' multicloud call center software available on all three major public cloud platforms – AWS, Azure and Google Cloud, deployed either in a public or private cloud setting.[26][27]
  • Genesys Cloud CX, 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)[28]

Operations

Genesys is headquartered in Menlo Park, California , and has offices in Canada , Latin America, Europe, the Middle East, Africa, Asia, and Australia.[2][29]

Sponsorships

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.[30][31]

See also

References

  1. ↑ "Genesys Cloud CX revenue growth of approximately 50% year-over-year propels company past $2 billion total revenue". PR Newswire. March 2, 2023. https://www.genesys.com/press?release=122887. Retrieved June 23, 2021. 
  2. ↑ 2.0 2.1 Patrick Hoge (11 March 2014). "To go, or not to go: Tech's IPO shuffle". San Francisco Business Times. http://www.bizjournals.com/sanfrancisco/print-edition/2014/03/07/tech-firm-ipo-five9-gopro-glam-media.html?page=all. Retrieved 6 May 2014. 
  3. ↑ 3.0 3.1 3.2 Scott McCormack (6 July 1998). "The Russia house". Forbes. https://www.forbes.com/forbes/1998/0706/6201146a.html. Retrieved 6 May 2014. 
  4. ↑ 4.0 4.1 Patrick Hoge (15 June 2012). "Paul Segre, president and CEO of Genesys". San Francisco Business Times. http://www.bizjournals.com/sanfrancisco/print-edition/2012/06/15/paul-segre-president-and-ceo-of-genesys.html?page=all. Retrieved 6 May 2014. 
  5. ↑ "Genesys Telecommunications Laboratories, Inc.". Securities and Exchange Commission. 1997. https://www.sec.gov/Archives/edgar/data/1036436/0000929624-97-000384.txt. Retrieved 7 May 2014. 
  6. ↑ "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. September 29, 1999. https://www.nytimes.com/1999/09/29/business/company-news-alcatel-plans-to-buy-genesys-for-1.5-billion.html. Retrieved June 24, 2021. 
  7. ↑ Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-News/Genesys-CEO-Leaves-for-Nuance-Post-42882.aspx. Retrieved 7 May 2014. 
  8. ↑ "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. http://www.ft.com/cms/s/0/bc0fd89e-fa49-11e0-b70d-00144feab49a.html#axzz30qzv0ELF. Retrieved 7 May 2014. 
  9. ↑ "Private equity firm takes $900M stake in Genesys call center business". Silicon Valley Business Journal. July 21, 2016. https://www.bizjournals.com/sanjose/blog/techflash/2016/07/private-equity-firm-takes-900m-stake-in-genesys.html. Retrieved June 24, 2021. 
  10. ↑ "Genesys Taps Former Cisco, Microsoft, Skype Exec as CEO". May 6, 2018. https://www.nojitter.com/contact-center-customer-experience/genesys-taps-former-cisco-microsoft-skype-exec-ceo. Retrieved June 24, 2021. 
  11. ↑ "FORTE ACQUIRED BY GENESYS". Telecom Paper. March 10, 1998. https://www.telecompaper.com/news/forte-acquired-by-genesys--132306. Retrieved June 24, 2021. 
  12. ↑ 12.0 12.1 "Form 10-K". Securities and Exchange Commission. September 28, 1999. https://www.sec.gov/Archives/edgar/data/1036436/000092962499001769/0000929624-99-001769.txt. Retrieved June 24, 2021. 
  13. ↑ "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". May 16, 2001. http://www.gartner.com/doc/330178/genesys-acquisition-ibms-callpath-allow. Retrieved June 24, 2021. 
  14. ↑ "Alcatel Will Merge Telera Into Genesys, Challenge IVR Market". Gartner. June 3, 2002. https://www.gartner.com/en/documents/359362/alcatel-will-merge-telera-into-genesys-challenge-ivr-mark. Retrieved June 24, 2021. 
  15. ↑ 15.0 15.1 "Genesys Rubs Aladdin and Acquires VoiceGenie Technologies". April 5, 2006. https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Rubs-Aladdin-and-Acquires-VoiceGenie-Technologies-42608.aspx. Retrieved June 24, 2021. 
  16. ↑ "Genesys Acquires Informiam" (in en-us). December 11, 2007. https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Acquires-Informiam-46930.aspx. 
  17. ↑ "Genesys Acquires Informiam" (in en-us). January 22, 2009. http://blog.tmcnet.com/blog/greg-galitzine/voip/contact_center/genesys-acquires-conseros-sde.html. 
  18. ↑ "Genesys Acquires Angel.com" (in en-us). May 10, 2013. https://www.speechtechmag.com/Articles/ReadArticle.aspx?ArticleID=89269. 
  19. ↑ "Genesys Acquires Social Customer Care Provider Solariat" (in en-us). March 19, 2014. https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Acquires-Social-Customer-Care-Provider-Solariat-95510.aspx. 
  20. ↑ "Genesys acquires OVM Solutions" (in en-us). May 6, 2014. https://www.itweb.co.za/content/1WnxpEv4WaRqV8XL. 
  21. ↑ "Genesys to Buy Interactive Intelligence in $1.4 Billion Deal" (in en). Bloomberg.com. 2016-08-31. https://www.bloomberg.com/news/articles/2016-08-31/genesys-agrees-to-buy-interactive-intelligence-for-1-4-billion. 
  22. ↑ "Genesys announces acquisition of Silver Lining Solutions". March 7, 2017. https://www.itp.net/611734-genesys-announces-acquisition-of-silver-lining-solutions. 
  23. ↑ "Genesys Chooses Altocloud as Next Strategic Acquisition" (in en). February 27, 2018. https://www.nojitter.com/genesys-chooses-altocloud-next-strategic-acquisition. 
  24. ↑ "Genesys Acquires Gamification Startup nGUVU" (in en). March 3, 2020. https://www.nojitter.com/contact-center-customer-experience/genesys-acquires-gamification-startup-nguvu. 
  25. ↑ "Genesys Acquires Digital Engagement Suite from LogMeIn" (in en). March 16, 2021. https://www.nojitter.com/contact-center-customer-experience/genesys-acquires-digital-engagement-suite-logmein. 
  26. ↑ 26.0 26.1 26.2 "Genesys Debuts New Cloud Branding" (in en). January 14, 2020. https://www.nojitter.com/ccaas/genesys-debuts-new-cloud-branding. 
  27. ↑ "Multicloud Momentum Drives Genesys Partnerships | No Jitter" (in en). https://www.nojitter.com/contact-center-customer-experience/multicloud-momentum-drives-genesys-partnerships. 
  28. ↑ "Genesys DX: Driving Digital Customer Engagement" (in en). January 14, 2020. https://www.nojitter.com/contact-center-customer-experience/genesys-dx-driving-digital-customer-engagement. 
  29. ↑ "Genesys Global Offices" (in en-us). https://www.genesys.com/global-offices. 
  30. ↑ "Texas' INDYCAR race adds Genesys sponsorship" (in en). February 26, 2020. https://www.indycar.com/news/2020/02/02-26-texas-genesys-partnership. 
  31. ↑ "How first-year title sponsor Genesys is making most of fan-less IndyCar race at TMS" (in en). June 5, 2020. https://www.star-telegram.com/sports/nascar-auto-racing/texas-motor-speedway/article243273321.html. 




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