Genesys Cloud
by Data Direct Group
by Data Direct Group
Profile Information Last updated on: 28 August 2024
Profile Information Last updated on: 28 August 2024
by Data Direct Group
by Data Direct Group
Profile Information Last updated on: 28 August 2024
Profile Information Last updated on: 28 August 2024
Genesys is a global leader in cloud customer experience (CX) and contact center solutions. The company provides innovative software that enables organizations to deliver seamless, omnichannel customer journeys and build lasting relationships. Genesys operates in over 100 countries and serves more than 8,000 organizations, including many Fortune 500 companies. The company's headquarters are located in Menlo Park, California, and it employs between 5,001 and 10,000 people globally.
Genesys was founded in October 1990 by Gregory Shenkman and Alec Miloslavsky. The company initially received $150,000 in seed funding from the founders' families. Genesys went public in June 1997, trading on the NASDAQ under the ticker symbol GCTI. In 1999, Alcatel-Lucent acquired Genesys for $1.5 billion. In 2012, private equity firms Permira and Technology Crossover Ventures (TCV) acquired Genesys from Alcatel-Lucent for another $1.5 billion. In 2016, Hellman & Friedman purchased a $900 million stake, valuing the company at $3.8 billion. Tony Bates, former CEO of Skype, joined Genesys as CEO in May 2019.
Genesys has raised substantial funding over the years, with the most recent round in December 2021 raising $580 million. This round was led by Salesforce Ventures, with participation from ServiceNow Ventures, Zoom Video Communications, BlackRock, D1 Capital Partners, and others. This funding round valued Genesys at $21 billion.
Genesys DX: A digital experience platform that includes conversational AI, chatbots, and digital engagement tools to enhance customer interactions across digital channels.
Interactive Intelligence (2016): Acquired for $1.4 billion, adding robust cloud-based customer experience solutions.
AltoCloud (2018): A customer journey analytics provider.
nGUVU (2020): Added gamification to its workforce engagement management suite.
Bold360 (2021): Acquired from LogMeIn, enhancing digital engagement capabilities.
AI Enhancements: Expanded AI capabilities across Genesys Cloud, including conversational AI, predictive AI, and generative AI for better customer and employee interactions.
Journey Management: New features for building, monitoring, and visualizing customer interactions to create more personalized experiences.
Genesys emphasizes a culture of innovation, diversity, equity, and inclusion. The company is committed to creating empathetic customer experiences and fostering a collaborative work environment. Genesys has been recognized for its positive workplace culture and its efforts to drive continuous improvement and employee engagement.
Genesys serves a diverse range of industries, including telecommunications, finance, healthcare, and retail. The platform is trusted by over 8,000 organizations worldwide, including 17 of the top 20 Fortune 500 companies. Genesys' user community benefits from the platform's ability to deliver personalized, scalable customer experiences and improve business outcomes.