Genesys, or Genesys Telecommunications Laboratories, Inc., is a leading player in the information technology and services industry. It is an American software company that specializes in providing cutting-edge customer experience (CX) and call center technology to mid-sized to large businesses. The company offers both cloud-based and hybrid cloud software solutions.
With an estimated number of 7,500 employees, Genesys prides itself on fostering a community of continuous learning and innovation for customer experience professionals. The firm underscores its promise to build trust and earn loyalty through experiences rooted in empathy, shaping a new age of customer engagement.
Genesys's suite of products and services include web hosting, contact center modernization, self-service options, continuous workforce optimization, enterprise workload management, and customer engagement software. Among their offerings, the Genesys Cloud CX stands as a specific highlight, enabling businesses to revolutionize how they deliver higher levels of personalization to customers and empower their workforces for experiences that rise above the competition.
In the fiscal year Q2, Genesys Cloud CX reached a significant milestone, surpassing 1 million users, generating nearly $1.2 billion in annual recurring revenue, and maintaining robust growth with over 50% year-on-year revenue escalation.
The company was established in 1990, and by 2012, it was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV). Since then, Genesys has not only sustained its brand reputation but has also consistently enhanced its market presence and impact.
Trusted by over 7,000 companies worldwide, Genesys continues to orchestrate billions of exceptional customer experiences for organizations in more than 100 countries. Its emphasis on harnessing the power of cloud, digital, and AI technologies reflects the company's commitment to transforming customer experiences at scale, realizing its vision for empathetic consumer experiences dubbed as "Experience as a Service®".
Company Name: Genesys
Industry: Information Technology & Services
Employee Size: Approximately 7,500
Website: genesys.com
Address each pain point with a corresponding action:
a. Proposal to enhance personalization using predictive analytics and unique algorithms specific to Genesys
b. Robust solution to manage large-scale integrations to smoothen flow of data across platforms
c. Continuous R&D efforts and collaboration for technological innovation to keep Genesys at the industry forefront
d. Assistance in employee upskilling and training through comprehensive and ongoing learning modules
e. Robust quality protocols and a highly responsive service team designed to maintain high-quality customer experiences
Utilize CRM tools, PowerPoint for presentations, and shared documents for collaborative work.
Continuous training to the sales team on:
Establish budgets and allocate necessary resources for:
Regular reviews for refinement:
