Genesys (company)

{{Infobox company

| suppressfields = assets

| name = Genesys Cloud Services, Inc.

| logo = Genesys Logo 2017.svg

| logo_size = 200px

| logo_alt =

| logo_caption =

| image = Genesys HQ-SL.jpg

| image_size = 250px

| image_alt = Genesys headquarters

| image_caption = Former headquarters in Daly City, California

| former_name = Genesys Telecommunications Laboratories

| type = Private

| industry = Software

| foundation = {{start date and age|1990}}

| founders = {{unbulleted list|Gregory Shenkman|Alec Miloslavsky}}

| hq_location_city = Menlo Park, California

| hq_location_country = U.S.

| area_served = Worldwide

| key_people = {{Unbulleted list|Tony Bates (Chairman and (CEO)|Brian Swartz (CFO)|Eva Majercsik (Chief People Officer)}}

| products =

| services =

| revenue = {{increase}} $2.0 billion{{cite web | url=https://www.genesys.com/press?release=122887 | title=Genesys Cloud CX revenue growth of approximately 50% year-over-year propels company past $2 billion total revenue | publisher=PR Newswire| date=March 2, 2023|accessdate=June 23, 2021}}

| revenue_year = 2022

| owners = {{unbulleted list|Hellman & Friedman|Permira|Technology Crossover Ventures}}

| num_employees = 6000+

| num_employees_year = 2023

| website = {{url|genesys.com}}

}}

Genesys Cloud Services, Inc. (Genesys), formerly Genesys Telecommunications Laboratories, Inc., is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses.{{cite news|url=http://www.bizjournals.com/sanfrancisco/print-edition/2014/03/07/tech-firm-ipo-five9-gopro-glam-media.html?page=all|title=To go, or not to go: Tech's IPO shuffle|author=Patrick Hoge|newspaper=San Francisco Business Times|date=11 March 2014|accessdate=6 May 2014}} It sells both cloud-based and hybrid cloud software. The company was founded in 1990{{cite magazine|url=https://www.forbes.com/forbes/1998/0706/6201146a.html|title=The Russia house|author=Scott McCormack|magazine=Forbes|date=6 July 1998|accessdate=6 May 2014}} and was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV) in February 2012.{{cite news|url=http://www.bizjournals.com/sanfrancisco/print-edition/2012/06/15/paul-segre-president-and-ceo-of-genesys.html?page=all|title=Paul Segre, president and CEO of Genesys|author=Patrick Hoge|newspaper=San Francisco Business Times|date=15 June 2012|accessdate=6 May 2014}}

History

Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990.{{cite web|url=https://www.sec.gov/Archives/edgar/data/1036436/0000929624-97-000384.txt|title=Genesys Telecommunications Laboratories, Inc.|publisher=Securities and Exchange Commission|year=1997|accessdate=7 May 2014}} The company's original seed funding was $150,000 in loans from the founders' families. The company completed its initial public offering (IPO) in June 1997 and was listed on the NASDAQ stock exchange under the ticker symbol GCTI.

In late 1999, Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion.{{cite news|url=https://www.nytimes.com/1999/09/29/business/company-news-alcatel-plans-to-buy-genesys-for-1.5-billion.html|title=Alcatel plans to buy Genesys for $1.5 Billion|date=September 29, 1999|newspaper=The New York Times|accessdate=June 24, 2021}}

In October 2007, Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO).{{cite web|url=http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-News/Genesys-CEO-Leaves-for-Nuance-Post-42882.aspx|title=Genesys CEO Leaves for Nuance Post|author=Leonard Klie|date=3 October 2007|publisher=Destination CRM|accessdate=7 May 2014}}

In February 2012, Permira and TCV acquired Genesys from Alcatel-Lucent for $1.5 billion.{{cite news|url=http://www.ft.com/cms/s/0/bc0fd89e-fa49-11e0-b70d-00144feab49a.html#axzz30qzv0ELF|title=Alcatel-Lucent sells Genesys for $1.5bn|date=19 October 2011|newspaper=Financial Times|accessdate=7 May 2014}}

In July 2016, private equity investor Hellman & Friedman purchased a $900 million stake in Genesys from majority owners Permira and Technology Crossover Ventures, valuing the company at $3.8 billion.{{cite web|url=https://www.bizjournals.com/sanjose/blog/techflash/2016/07/private-equity-firm-takes-900m-stake-in-genesys.html|title=Private equity firm takes $900M stake in Genesys call center business|date=July 21, 2016|publisher=Silicon Valley Business Journal|accessdate=June 24, 2021}}

In May 2019, former Skype CEO Tony Bates joined Genesys as the new CEO, with former CEO Segre moving to the position of chairman.{{cite web|url=https://www.nojitter.com/contact-center-customer-experience/genesys-taps-former-cisco-microsoft-skype-exec-ceo|title=Genesys Taps Former Cisco, Microsoft, Skype Exec as CEO|website=No Jitter|date=May 6, 2018|accessdate=June 24, 2021}}

= Acquisitions =

The company has grown over the years through a series of acquisitions.

In December 1997, Genesys acquired Forte Software, Inc. (later renamed Adante).{{cite web|title=FORTE ACQUIRED BY GENESYS|url=https://www.telecompaper.com/news/forte-acquired-by-genesys--132306|date=March 10, 1998|accessdate=June 24, 2021|publisher=Telecom Paper}}

In December 1998, Genesys acquired Plato Software Corporation.{{cite web|url=https://www.sec.gov/Archives/edgar/data/1036436/000092962499001769/0000929624-99-001769.txt|title=Form 10-K|publisher=Securities and Exchange Commission|date=September 28, 1999|accessdate=June 24, 2021}}

In June 1999, the company acquired Next Age Technologies, a workforce management software developer.

In May 2001, the company purchased IBM's CallPath computer telephony integration (CTI) business.{{cite web|url=http://www.gartner.com/doc/330178/genesys-acquisition-ibms-callpath-allow|title=Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus|website=Gartner|date=May 16, 2001|accessdate=June 24, 2021|archive-date=December 31, 2014|archive-url=https://web.archive.org/web/20141231160642/https://www.gartner.com/doc/330178/genesys-acquisition-ibms-callpath-allow|url-status=dead}}

In 2002, Genesys parent Alcatel acquired Telera, a Campbell, California-based developer of voice portal and interactive voice response (IVR) systems, and merged the company into Genesys.{{cite web|title=Alcatel Will Merge Telera Into Genesys, Challenge IVR Market|url=https://www.gartner.com/en/documents/359362/alcatel-will-merge-telera-into-genesys-challenge-ivr-mark|date=June 3, 2002|publisher=Gartner|accessdate=June 24, 2021}}

In April 2006, Genesys acquired VoiceGenie Technologies, a developer of voice self-service software based on VoiceXML.{{cite web |url=https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Rubs-Aladdin-and-Acquires-VoiceGenie-Technologies-42608.aspx |title=Genesys Rubs Aladdin and Acquires VoiceGenie Technologies |website=Destination CRM|date=April 5, 2006|accessdate=June 24, 2021}}

In December 2007, Genesys announced it acquired Informiam, a developer of performance management software for customer service operations.{{Cite web|url=https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Acquires-Informiam-46930.aspx|title=Genesys Acquires Informiam|website=Destination CRM|language=en-us|date=December 11, 2007|access-date=June 24, 2021}}

In January 2009, Genesys announced the acquisition of Conseros, a developer of high-volume work item management software and SDE Software Development Engineering, a creator of hosting management software for contact centers.{{Cite web|url=http://blog.tmcnet.com/blog/greg-galitzine/voip/contact_center/genesys-acquires-conseros-sde.html|title=Genesys Acquires Informiam|website=TMCNET|language=en-us|date=January 22, 2009|access-date=June 24, 2021}}

In May 2013, the company acquired Angel.com, a provider of cloud-based contact center solutions, from parent company MicroStrategy, for $110 million.{{Cite web|url=https://www.speechtechmag.com/Articles/ReadArticle.aspx?ArticleID=89269|title=Genesys Acquires Angel.com|language=en-us|date=May 10, 2013|access-date=June 24, 2021}}

In March 2014, the company acquired Solariat, a developer of software to measure and manage social media engagements for customers.{{Cite web|url=https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Genesys-Acquires-Social-Customer-Care-Provider-Solariat-95510.aspx|title=Genesys Acquires Social Customer Care Provider Solariat|website=Destination CRM|language=en-us|date=March 19, 2014|access-date=June 24, 2021}}

In May 2014, the company acquired OVM Solutions, a developer of cloud-based customer communications software.{{Cite web|url=https://www.itweb.co.za/content/1WnxpEv4WaRqV8XL|title=Genesys acquires OVM Solutions|website=IT Web|language=en-us|date=May 6, 2014|access-date=June 24, 2021}}

In 2016, the company acquired the Genesys division of EIT, its regional partner in Korea.{{citation needed|date=June 2021}} In December, Genesys acquired Interactive Intelligence, a developer of customer experience software for the cloud, for $1.4B {{Cite news|date=2016-08-31|title=Genesys to Buy Interactive Intelligence in $1.4 Billion Deal|language=en|work=Bloomberg.com|url=https://www.bloomberg.com/news/articles/2016-08-31/genesys-agrees-to-buy-interactive-intelligence-for-1-4-billion|access-date=2021-04-13}}

In February 2017, Genesys acquired Silver Lining, an employee performance management company that developed applications to support and analyze employee performance and learning automation.{{Cite web|date=March 7, 2017|title=Genesys announces acquisition of Silver Lining Solutions|url=https://www.itp.net/611734-genesys-announces-acquisition-of-silver-lining-solutions|access-date=June 24, 2021|website=ITP}}

In February 2018, Genesys acquired AltoCloud, a customer journey analytics provider.{{Cite web|title=Genesys Chooses Altocloud as Next Strategic Acquisition|url=https://www.nojitter.com/genesys-chooses-altocloud-next-strategic-acquisition|access-date=June 24, 2021|date=February 27, 2018|website=No Jitter|language=en}}

In March 2020, the company acquired nGUVU, a partner purchased to add gamification to its workforce engagement management suite.{{Cite web|title=Genesys Acquires Gamification Startup nGUVU|url=https://www.nojitter.com/contact-center-customer-experience/genesys-acquires-gamification-startup-nguvu|date=March 3, 2020|access-date=June 24, 2021|website=No Jitter|language=en}}

In March 2021, the company announced the acquisition the Bold360 suite of digital engagement software from LogMeIn.{{Cite web|title=Genesys Acquires Digital Engagement Suite from LogMeIn|url=https://www.nojitter.com/contact-center-customer-experience/genesys-acquires-digital-engagement-suite-logmein|date=March 16, 2021|access-date=June 24, 2021|website=No Jitter|language=en}}

Products

The company develops call center software for businesses. The software is available over the cloud, or as on-premises software. The company's products include the following:

Genesys Multicloud CX, formerly Genesys Engage and PureEngage, Genesys' multicloud call center software available on all three major public cloud platforms – AWS, Azure and Google Cloud, deployed either in a public or private cloud setting.{{Cite web|title=Genesys Debuts New Cloud Branding|url=https://www.nojitter.com/ccaas/genesys-debuts-new-cloud-branding|date=January 14, 2020|access-date=July 1, 2021|website=No Jitter|language=en}}{{Cite web|title=Multicloud Momentum Drives Genesys Partnerships {{!}} No Jitter|url=https://www.nojitter.com/contact-center-customer-experience/multicloud-momentum-drives-genesys-partnerships|access-date=2022-01-05|website=www.nojitter.com|date=16 November 2021 |language=en}}
Genesys Cloud CX, formerly PureCloud, microservices-based software built on Amazon Web Services
PureConnect, formerly Customer Interaction Center or CIC (developed by Interactive Intelligence), software for customer experience management at contact centers
Genesys DX, predictive digital customer engagement software which combines customer experience software (CX) with artificial intelligence (AI){{Cite web|title=Genesys DX: Driving Digital Customer Engagement|url=https://www.nojitter.com/contact-center-customer-experience/genesys-dx-driving-digital-customer-engagement|date=January 14, 2020|access-date=July 1, 2021|website=No Jitter|language=en}}

Operations

Genesys is headquartered in Menlo Park, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia.{{Cite web |title=Genesys Global Offices |url=https://www.genesys.com/global-offices |access-date=2022-11-01 |website=Genesys |language=en-us}}

Sponsorships

Genesys is the primary sponsor of IndyCar Series driver James Hinchcliffe in the #29 Andretti Autosport Honda. The company also has sponsorships with the Texas Motor Speedway for the Genesys 300 and Genesys 600 races. In Ireland, the company is the principal partner for Connacht Rugby.{{Cite web|title=Texas' INDYCAR race adds Genesys sponsorship|url=https://www.indycar.com/news/2020/02/02-26-texas-genesys-partnership|date=February 26, 2020|access-date=June 24, 2021|website=Indycar.com|language=en}}{{Cite web|title=How first-year title sponsor Genesys is making most of fan-less IndyCar race at TMS|url=https://www.star-telegram.com/sports/nascar-auto-racing/texas-motor-speedway/article243273321.html|date=June 5, 2020|access-date=June 24, 2021|website=Star Telegram|language=en}}{{Cite web|title=Our Partners|url=https://www.connachtrugby.ie/our-partners/|access-date=May 2, 2024|website=connachtrugby.ie|language=en}}