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 customers span 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 company has 40 offices in 13 countries that enable it to address the needs of large, multinational customers operating around the world. It has operations in Africa, Asia Pacific, Europe, Latin America, the Middle East, and North America.
Genesys 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.
Sales and Marketing
The company's major customer group includes customers from collections, insurance, telecommunications, banking, government, healthcare, travel and hospitality and retail. In total Genesys has about 2,000 customers.
In 2013 the company launched Genesys Proactive Engagement, a powerful new offering that increases web sales and first contact resolution for customer service. With Genesys Proactive Engagement, companies can now combine real-time behavioral analytics with historical customer interaction and transaction data to determine the right time to engage web visitors over the right channel with the right person.
Mergers and Acquisitions
In 2013 the company acquired SoundBite Communications. SoundBite delivers cloud-based proactive collections, payments, and mobile marketing applications, as well as proactive customer service solutions to enterprises. The acquisition strengthened the Genesys cloud solutions portfolio, building on its recent acquisition of Angel for self-service and contact center solutions.
In 2012 the company acquired of LM Sistemas. LM Sistemas has transformed the Interactive Voice Response (IVR) market in Brazil with a unique full-service offering for managing and delivering self-service. The result for end customers is a one-of-a-kind branded experience that makes self-service fun and engaging. The acquisition brings Genesys powerful self-service applications with an innovative business model combined with a team of more than 160 self-service experts and supports the Genesys strategy to deliver unique solutions that combine leading technology with productized best practices.