Genesys Telecommunications Laboratories believes the beginning of a beautiful customer relationship starts with the right contact center software. The company makes computer telephony integration software that brings together phones, computers, databases, and the Internet for customer contact centers and other call centers. Its applications identify callers, route calls and email, and report caller statistics. Clients also use its voice portal system to offer self-service resources over the phone. Its 4,000 customers span 80 countries and 28 industries, including government agencies and more than 200 of the FORTUNE Global 500. In 2012 parent Alcatel-Lucent sold Genesys to European equity firm Permira for $1.5 billion.
The struggling Alcatel-Lucent had been evaluating options for its entire Enterprise Applications unit, of which Genesys is a part. The sale to Permira gave Genesys the backing to continue innovation and growth of its business while still maintaining a development relationship with Alcatel-Lucent's Enterprise Applications business.
In 2012 it jumped into the acquisition pool itself, buying Brazil-based LM Sistemas, bringing in expanded self-service capabilities for customers and increasing Genesys' presence in Latin America.
In 2009 the company purchased Conseros, which provided business applications for managing and distributing workflows throughout service organizations. Conseros software was incorporated into a larger Genesys product called Genesys intelligent Workload Distribution (iWD). The deal was part of Genesys' push to build out its portfolio of customer service software.
The company had previously augmented its software capabilities with the acquisitions of VoiceGenie (interactive voice-response applications), Informiam (operational analysis software for call centers) in 2007, Adante (e-commerce services), Nextage (workforce management software), and the assets of IBM Callpath (computer telephony integration).
The company distributes its products worldwide through partnerships with systems integrators and software vendors such as IBM and SAP. Genesys continues to expand geographically, with particular focus on India and emerging markets such as China.
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