Genesys Cloud Details & Specifications

Overview of Genesys Cloud Software Company

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.

Founding and Growth

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.

Funding and Valuation

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.

Product Offerings and Features

Genesys Cloud CX: An AI-powered experience orchestration platform that provides omnichannel engagement, intelligent routing, workforce engagement, and journey management capabilities. It supports seamless integration with CRM and other business systems.

Genesys Multicloud CX: Formerly Genesys Engage, this solution offers flexible deployment options (cloud, on-premises, or hybrid) and is designed for large enterprises with complex needs.

Genesys DX: A digital experience platform that includes conversational AI, chatbots, and digital engagement tools to enhance customer interactions across digital channels.
Workforce Engagement Management (WEM): Tools for managing resources, quality, compliance, and performance within contact centers.

Acquisitions and Product Expansion

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.
Radarr Technologies (2024): An AI-based social and digital listening, analytics, and consumer engagement company.

Genesys Cloud AI and New Features

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.
Sustainability Initiatives: Achieved carbon neutrality for Genesys Cloud operations and committed to becoming carbon neutral by 2030.

Company Culture and Values

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.

User Base and Community

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.

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