Genesys Telecommunications Laboratories believes the beginning of a beautiful customer relationship starts with the right contact center software. The company's software unites 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 Alcatel-Lucent sold Genesys to European equity firm Permira for $1.5 billion.
The California-based company has 40 offices in more than 20 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
Customers come from the collections, insurance, telecommunications, banking, government, healthcare, travel and hospitality, and retail industries. In total Genesys counts about 4,500 customers in 80 countries. Customers include ABN AMRO, First Data, National Bank of Greece, Endesa, Vattenfall, Welsh Water, and Korea Expressway.
The needs of customer service operations and contact centers are generally thought of as large business needs, but Genesys has developed products for small to mid-sized businesses. In late 2013 it launched Premier Edition, a cloud-based program for contact centers of up to 250 seats, and Business Edition, for mid-sized contact centers of up to 1000 seats. Also that year it began offering Genesys Proactive Engagement, which combines behavioral analytics with historical customer interaction and transaction data to determine target opportunity.
With the 2104 introduction of a new set of services, Genesys can help its customers derive data from customer interactions. Called Genesys Guru, the cloud-base services help identify, analyze, and improve processes.
Mergers and Acquisitions
Since being taken over by Permira, Genesys has been on an acquisitive streak. In 2014 it bought Solariat to expand its social media and analytics capabilities and Ventriloquist Voice Solutions International, whose technology will help power Genysys' core product. Also in 2014, Genesys expanded in the Asia-Pacific region with its acquisition of Singapore-based CanaPlus Consulting.
The Singapore-based systems integrator implements Genesys products for companies in the Asia-Pacific region. The prior year it picked up SoundBite Communications, Angel.com, and Echopass. All three companies' technology were incorporated into Genesys' cloud solutions portfolio. The company has also made two acquisitions in Brazil. Voran Tecnologia makes workforce optimization software and LM Sistemas provides Interactive Voice Response (IVR) technology with a full-service offering for managing and delivering self-service. The companies bring hundreds of new clients to Genesys with a strong presence in transportation, health care, and insurance.