Genesys (News - Alert) provides cloud-based call center solutions that help companies engage in productive conversations with customers and deliver the best customer service by leveraging the power of the cloud.

In recognition to the company’s contribution to the contact center market, Frost & Sullivan (News - Alert) recently awarded Genesys with 2013 North American Frost & Sullivan Award for Company of the Year.

Genesys, the customer-service software and contact center business of Alcatel-Lucent (News - Alert), split from the parent company earlier last year. After this deal, approximately 1,800 employees worldwide were transferred to the new company.

Frost & Sullivan states that Genesys emerged successfully after the split from Alcatel-Lucent. Notably Genesys funded its acquisition internally without the need for venture capital, demonstrating that it has solid foundation.

Following its rebirth as an independent company, Genesys has shown record-breaking, double-digit revenue growth in 2012. 

Since the split with Alcatel-Lucent, Genesys has been focusing on delivering contact center solutions to the mid-market. In response to this, the company launched Genesys One, a premises-based solution targeting mid-market and broader enterprise customers.

The growth was bolstered by new solutions in social engagement and enterprise workload distribution; the moving of its front-office routing capabilities into back-office departments; and development of real-time interaction management capabilities that traditional customer relationship management vendors struggle with, Genesys said.

Genesys also launched a cloud family version of its G8 Platform on Demand as well as Solution on Demand services, which provide access to smaller contact centers and native cloud capabilities.  Both solutions robustly support its growth strategy for mid-market contact centers.

Other products delivered by Genesys include Genesys Mobile Engagement and Genesys Conversation Manager, which leverages customer context and business rules to anticipate what a customer needs and proactively offer it to them.

To further expand the services portfolio and build on its cloud strategy, Genesys announced key acquisitions. One of them, Utopy, adds a speech analytics component and complements Genesys’ workforce optimization suite while also supporting premises, hosted, and hybrid deployments.

Another acquisition Angel brings strong cloud-based self-service and other contact center solutions to the table and opens the door to marketing to the smaller end of the market while SoundBite brings world-class, cloud-based proactive collections, payments, and mobile marketing applications to the portfolio.

Together, Angel and SoundBite, in combination with Genesys products, became the solutions-on-demand leg of Genesys Cloud.