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About Genesys Telecommunications Laboratories, Inc.

Genesys Telecommunications Laboratories offers software that 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 companies on the FORTUNE Global 500. Genesys says it facilitates 25 billion customer experiences a year. The company is owned by Permira Advisors, a private equity firm.

Operations

Genesys operates in two divisions. The Cloud division consists of the company's public cloud offerings and services with its PureCloud and workforce engagement management groups. The second unit, Genesys Core, is composed of the PureEngage and PureConnect on-premises and cloud platforms.

Geographic Reach

Genesys, headquartered in Daly City, California, has offices in about 35 countries in Africa, the Asia/Pacific region, Europe, Latin America, the Middle East, and North America.

Genesys continues to expand geographically, with particular focus on India and emerging markets such as China.

Sales and Marketing

Genesys has customers in the automotive, insurance, telecommunications, banking, government, healthcare, travel and hospitality, and retail industries. In total, Genesys counts about 11,000 customers in 100 countries. Among its clients are ABN AMRO, First Data, Endesa, Vattenfall, Welsh Water, and Korea Expressway.

Genesys distributes its products through partnerships with systems integrators and software vendors such as IBM, Dimension Data, Microsoft, Accenture, and Orange Business Services. 

Strategy

In 2019, Genesys reorganized its operations, diving them into Genesys Cloud and Genesys Core. The company said the groupings should sharpen its focus on its offerings for different markets.

Genesys has invested in its cloud offerings. The company reported rapid growth in the Genesys Cloud business, which was chosen by customers such as Alberta Motor Association, JPIMedia, Kiwi.com, Lowell Group, Western Governors University, and Whirlpool Corp.

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.

Company Background

Genesys is owned by Permira, a European private equity firm, which bought it from Alcatel-Lucent in 2012.

Genesys Telecommunications Laboratories, Inc.

2001 JUNIPERO SERRA BLVD
Daly City, CA 94014-3891
Phone: 1 (650) 466-1100

Stats

Employer Type: Privately Owned
COO and CFO: James W. Budge
Consulting Services Director: Michael Lavespere
President and CEO: Paul Segre
Employees (This Location): 450
Employees (All Locations): 3,500

Major Office Locations

Daly City, CA

Other Locations

Irvine, CA
Jacksonville, FL
Indianapolis, IN
Annapolis, MD
Durham, NC
Salt Lake City, UT