[February 24, 2014] |
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Genesys Delivers Record Growth and Innovation in 2013
DALY CITY, Calif. --(Business Wire)--
Genesys (News - Alert) (www.genesys.com),
a leading provider of customer experience and contact center solutions,
today announced record performance for 2013. In its second year as an
independent company, Genesys achieved record growth, with 2013 revenue
surpassing $740 million (representing over 20 percent annual growth) and
EBIT surpassing $200 million (representing over 15 percent annual
growth). In addition, the company expanded its cloud-based offerings
through award winning customer experience solutions and strategic
investments. Genesys generated over 20 percent of its revenue from its
cloud-based solutions and is now one of the largest cloud players in its
industry.
The company received industry-wide recognition for its technology
innovation and customer experience leadership throughout 2013. Frost &
Sullivan named Genesys the "Company
of the Year for North America," noting the company's creative
roadmap, improved services offerings and promising cloud strategy.
Gartner (News - Alert) rated Genesys a leader in its Magic
Quadrant for Contact Center Infrastructure, a challenger in its Magic
Quadrant for Contact Center Workforce Optimization, and awarded
Genesys with a strong positive rating in its MarketScope report for IVR
Systems and Enterprise Voice Portals. In addition, IDC (News - Alert) named Genesys
an Asia-Pacific contact center market-leader,
and SpeechTEK Magazine awarded Genesys as its 2013 Speech Analytics
Market Leader.
Additional 2013 Highlights:
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Genesys delivered three new and easy-to-deploy contact center editions
(Editions) built on a common platform, the Genesys Customer
Experience Platform. These include Premier Edition for small to
midsized contact centers, Business Edition for midsized contact
centers and Enterprise Edition for large contact centers. All three
Editions are available in pure cloud configurations while Business and
Enterprise Editions are also available in on-premise and hybrid-cloud
configurations. These offerings extend Genesys' best-in-class customer
experience solutions to companies of all sizes and represent the most
comprehensive set of contact center solutions ever provided by a
single vendor.
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Genesys launched a comprehensive suite of Cloud
offerings for new and existing Genesys customers of all sizes. The
Cloud offerings include Contact Center (the three Editions mentoned
above), Voice Self-Service, Proactive Customer Communications, Mobile
Marketing and Workforce Optimization solutions. All three Editions are
built on the Genesys Customer Experience Platform and help
organizations to deliver optimal customer experiences that drive
revenue and customer loyalty, while reducing churn and costs.
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To form the Premier
Edition, Genesys combined its best-in-class cloud-based
self-service interactive voice response (bolstered through its Angel.com
investment) with its award winning contact center solutions.
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Within the cloud-segment of Enterprise
Edition, growth was accelerated by Genesys' investment in Echopass,
the leading provider of cloud-based contact center solutions to large
enterprises. Echopass brought unprecedented scale to the Genesys Cloud
offering for large enterprises, which often require flexible
deployment scenarios, including pure cloud and hybrid-cloud
configurations.
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Genesys pioneered a new Actionable
Analytics solution, a patent-pending groundbreaking approach to
analyzing and leveraging customer interaction data to make critical
business decisions and trigger automated workflows based on customer
voice and text interactions. Actionable Analytics is built upon the
industry's leading speech and text analytics engine, enabled through
the 2013 investment in UTOPY.
Since the addition of UTOPY (News - Alert), Genesys has increased its speech
analytics revenue by more than 300 percent.
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The company introduced Genesys Proactive
Engagement, a powerful new offering to increase web sales and
first contact resolution for customer service. Genesys Proactive
Engagement helps companies combine real-time behavioral analytics with
historical customer interaction and transaction data to determine the
right time, channel, and person to engage web visitors.
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Genesys strengthened its solutions portfolio by expanding its Proactive
Customer Communications offerings, which enable organizations to
differentiate their customer experience by personalizing outbound
email, mobile and contact center interactions. Genesys' Proactive
Customer Communications solutions were accelerated by Genesys' SoundBite
investment and today delivers more than 2 billion messages annually in
30 countries for more than 350 customer experience leaders. The
SoundBite investment also strengthened Genesys' market-leading
payments solutions.
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Genesys disrupted the traditional Workforce Optimization (WFO) market
with the introduction of Continuous
Workforce Optimization. This new and innovative solution fully
integrates WFO and contact center infrastructure to automate highly
manual processes and to drive performance improvement, service level
adherence and customer experience improvement. The solution is
complemented by the introduction of Interaction
Recording, which provides organizations with quality audio and
desktop screen recordings of customer interactions - a critical
quality and regulatory compliance solution for modern contact centers.
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In Brazil, Genesys added a cloud-based workforce optimization solution
from Voran
Technologia to complement the industry leading Genesys
Prime cloud offering. Genesys Prime is the most complete,
end-to-end cloud-based contact center solution available in Latin
America.
"In 2013, we took enormous strides towards simplifying our offerings and
disrupting the cloud-based contact center industry by bringing the power
of Genesys to new market segments," said Paul Segre (News - Alert), President and CEO
of Genesys. "We enter 2014 ready to unleash new and innovative Genesys
solutions that will empower companies across the globe to use customer
experience as a strategic differentiator for their businesses."
About Genesys
Genesys is a leading provider of multi-channel customer experience and
contact center solutions. With over 3,500 customers in 80 countries,
Genesys orchestrates more than 100 million customer
interactions every day across the contact
center, and front and back
office. Genesys helps customers power optimal customer experiences
that deliver consistent, seamless and personalized experiences across
all touchpoints, channels, and interactions. Genesys is one of the ten
largest private software companies in the world. A controlling interest
in Genesys is held by Permira Funds (www.permira.com)
with participation from Technology Crossover Ventures (www.tcv.com).
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