Genesys is a private telecommunications company selling customer experience and call center technology to mid-sized and large enterprises. Headquartered in Daly City, California, Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990. Its initial funding of $150,000 came from loans made by the founders’ families. Today, it has an estimated revenue of $850 million and employs more than 3,000 employees from its offices in Canada, Latin America, Europe, Middle East, Asia, Africa, and Australia.
Genesys acquired several companies over the years, the first of which is email management software developer Forte Software Inc. in 1997. Two years later, it acquired Next Age Technologies, a workforce management software developer.
In 2013, Genesys acquired five companies: Utopy, a speech analytics and workforce optimization provider; Angel, a cloud-based IVR and contact center software developer; Soundbite Communications, a developer of mobile marketing and customer service software; Echopass, a cloud-based contact center software developer; and Voran Technologia, a workforce optimization vendor based in Latin America.
Similarly, Genesys has been acquired by a couple of companies over the years, most recently by Permira and Technology Crossover Ventures in February 2012.
One of Genesys’ most-used products is the Customer Experience Platform, an omnichannel platform that delivers customer engagement, employee engagement, and business optimization capabilities that enable great relationships and business results. Its portfolio consists of three products: PureCloud, PureConnect, and PureEngage.
PureCloud allows users to connect with customers, manage tasks, and see trends in a single platform. It also provides real-time and historical data in interactive and dynamic views to help users get insights on their customers, enabling them to make quick decisions focusing on their customers’ happiness.
PureConnect transforms any call center into a customer engagement powerhouse, as this all-in-one solution allows users to connect with their clients on any channel, whether it be via phone, email, chat, or social media. It also features real-time speech analytics and quality monitoring tools to let supervisors better monitor customer sentiment. Businesses can tailor the system via customization and integration to meet their requirements.
PureEngage is ideal for global businesses looking to deliver competitive and superior customer experiences. It has real-time contextual journeys and world-class intelligent routing both on-premises and in the cloud. It also supports extensive customization through open APIs and web standards.
Genesys has received plenty of awards through the years. In 2016 alone, the company won the Speech Technology Excellence Award and CRM Excellence Award. It was also named as a Leader in TWO Forrester Waves for Contact Center Interaction Management. The San Francisco Business Times also included Genesys in its list of Best Places to Work 2016 under the large company category.