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, social media, 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. Genesys says it facilitates 100 million digital and voice interactions a day.
Genesys offers its products and services on three platforms, PureCloud, which consolidates customer service applications into one place; PureConnect, which connects contact center and business communications infrastructure; and PureEngage, which allows managing and operating customer engagement from one place.
Genesys, based in Daly City, California-based company, has offices in more than 100 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 10,000 customers in 100 countries. Customers include
Genesys in 2018 began offering the on-premises and cloud versions of PureConnect by subscription for midsized and large businesses, as well as PureEngage for enterprises with international operations. The cloud-only PureCloud software is only available through subscription.
The company makes acquisitions to add technologies or bolster its existing offerings.
Even with the backing of a private equity firm like Permira, Genesys is up against bigger companies with more offering in the telecom and customer contact areas. Well-armed competitors include Cisco Systems and Avaya.
Mergers and Acquisitions
Genesys acquired Altocloud Ltd., a provider of cloud-based customer journey analytics, in 2018. The deal beefed up its artificial intelligence and machine learning capabilities to help companies provide a responsive, predictive, and contextual experience for customers from marketing to sales to service.
Genesys is owned by Permira, a European private equity firm, which bought it from Alcatel-Lucent in 2012.
2001 JUNIPERO SERRA BLVD
Daly City, CA 94014-3891
Phone: 1 (650) 466-1100
Employer Type: Privately Owned
COO and CFO: James W. Budge
President and CEO: Paul Segre
CTO: Slava Zhakov
Employees (This Location): 450
Employees (All Locations): 3,500
Daly City, CA
Salt Lake City, UT