Over time, as technology has advanced and businesses continue to evolve, the area of customer service has gone through significant changes and reorientations. Now in the digital age, consumers are accustomed to electronic processes and have high expectations for ease, accuracy and quick response. In fact, it’s difficult to think of a business sector that doesn’t incorporate electronic processing in some form or another. Through most of the modern age of customer care, Genesys (News - Alert) has been in the lead for directing customer interactions. This enterprise software and solutions provider has now announced the next stage of its evolution: stand-alone, independent company backed by two illustrious, global investment firms.

In the past, Genesys had been a Silicon Valley start-up, publicly traded organization, and division of Alcatel-Lucent (News - Alert). Now the company, a provider of customer service and contact center software and services, is on its own in its mission to save the world from bad customer service. It’s become increasingly clear that customers don’t have the patience or tolerance for manual systems any longer.  From small businesses to large enterprises, the focus on technology and streamlined customer interactions is key for achieving success.

Genesys, with its single software platform, offers solutions that span the contact center, Web, social media, and mobile sectors. The software is responsible for facilitating one hundred million comprehensive interactions every day. More than 2000 world-wide customers, from Bank of America and AT&T (News - Alert) to Emirate Airlines and Vodaphone, rely on the software to deliver fast, simple servicing and a highly personalized customer service experience

According to Paul Segre (News - Alert), Genesys president and CEO, “Today we are building on the incredible story that is Genesys and launching the company into its new future.” The company is basing its next round of innovation on backing from leading investors. Permira, a European private equity firm with global reach, and Technology Crossover Ventures (TCV), have joined together to offer solid financial backing as well as active strategic counsel. When it comes to the area of customer service and contact center software, Genesys has a proven track record as a premier global provider.  Its new position as a standalone company uniquely positions the organization to bring the next wave of innovation around social and mobile customer service.