Genesys

Genesys is a provider of contact center and customer service solutions. The company offers software for processing incoming calls and conducting outgoing telephone campaigns, optimizing the workforce and integrating various communication channels within the contact center and with other departments and departments of the enterprise.

Genesys platforms include IT solutions focused on contact center tasks. The marketing service, thanks to omnichannel, voice and text analytics systems (identifying expectations/needs/problems by key phrases of subscribers), can increase the level of customer loyalty through the formation of individual offers. It also allows you to ensure a high conversion of sales, for example, on the site and receive additional income from cross-sales. The Customer Relationship Quality Control Service will be able to monitor the level of customer service.

Managers of contact centers with the help of the labor management system have the opportunity to reduce operating costs for its maintenance. In turn, supervisors, due to the ability to record speech and on-screen activity of the operator's table, as well as quality assessments, can control the level of advice provided to clients and quickly make the necessary adjustments to dialogue scenarios.

Performance indicators

2014

The company's revenue rose 15% from 2013 to $850 million. The increase in sales was due to the doubled demand for the company's cloud solutions compared to last year. Sales of the "cloud" variants of the Genesys Customer Experience Platform have more than tripled for all types of solutions: Premier, Business and Enterprise.

Development centers

At the beginning of 2013, all Genesys software products are being developed in 15 in-house R&D centers around the world. One of the largest is located in St. Petersburg.

Development Center in St. Petersburg

Genesys R&D in Russia has been developing since 1992.

As of the beginning of 2013, the center in St. Petersburg ranks third in terms of employees after the company's offices in the USA (San Francisco) and Canada (Toronto). Commensurate with it are the company's development units in India, France and England.

The St. Petersburg development center Genesys is among the priorities for the company and receives significant investment in development. In particular, in early 2013, a new division was created - Network Operation Center (NOC), the task of which will be to support the health of the data center network for Genesys cloud solutions in 24x7 mode.

The overwhelming number of employees of the St. Petersburg development center are programmers, testers, technical leaders of various levels, project managers. The director of the center is Mikhail Zasimovich. Key technical leaders of the St. Petersburg center itself and directors in various areas of development from the company's central office in San Francisco take part in the functional management of projects led by the center.

The main task of the St. Petersburg center is to participate in the global developments of Genesys. It solves the whole range of tasks: planning, design and development of software products, their testing, research, prototyping, etc. In addition, managers from St. Petersburg, along with their colleagues from other centers, are involved in organizing any business processes and technical processes of the entire company related to R&D.

The directions of the St. Petersburg center can be divided into three categories: support of existing solutions already offered on the market, the creation of new products, as well as research and pilot projects. In addition to the actual development of software products, the Genesys R&D center in St. Petersburg carries out other engineering activities, including third-level technical support - the release of updates and new versions, revision. software

At the beginning of 2013, the most active work in the center is carried out in the direction of VoIP (Genesys SIP Server), a number of components are being developed to build a reporting system in contact centers. In addition, there are projects to create new graphical user interfaces for existing solutions and to translate these interfaces to web technologies.

A significant part of the subsystem for configuring, monitoring and managing contact center components is also being developed in St. Petersburg. Various web applications are also created here, for example, allowing contact center agents to analyze the behavior of potential customers on the network and quickly respond to it.

History

2022: Genesys closes Russian office, this time final

The American company Genesys, a developer of solutions for contact centers, closes its Russian office and leaves the country. This was announced by the telegram channel "Import substitution in IT. Equipment and Software^[1]

Genesys everything. Channel subscribers report the closure of the company's offices in the Russian Federation. It also became known that Genesys failed to reposition the developers, although they tried, says a message in the telegram channel.

Back in early March 2022, Genesys announced in its corporate blog that it was suspending any activities in Russia and Belarus, including sales and support for solutions. At the same time, the company tried to withdraw its St. Petersburg R&D center from the country, offering employees relocation. Now the company has decided to completely close its Russian business.

Genesys closes its office and leaves the country. The photo is remontnik.ru

A source in one of the vendor's Russian partners confirmed to TAdviser that Genesys is indeed dismissing people, closing the office and leaving the country. At the same time, as the source noted, the company did not notify its partners and did not explain what would happen to its products, which are actively used by large banks, telecom operators and outsourcing contact centers.

According to the interlocutor of TAdviser, so far no changes in the work of partners will occur due to the departure of Genesys, since it is not yet clear how the company is going to leave.

Everything looks like Genesys is trying to carefully leave the country so that no one notices this, leaving part of the business to partners who already did the main work in Russia. Integrators sold Genesys solutions and provided technical support, - said a source in one of the partners.

The chief information officer of one of the major Russian banks shared with TAdviser that he had heard about the vendor's departure, but did not receive any official notifications from him. According to him, the Genesys solution works stably in the bank. Moreover, the bank does not contact Genesys itself, all updates, improvements and expansions go through the Russian partners of the American company. However, according to the Chief information officer, due to the final decision of Genesys to leave the market, risks are increasing, and the financial institution cannot afford this. In the near future, the bank will consult with partners and choose a model of adequate behavior, most likely, the migration process to the solutions of other vendors will be launched.

The press service of the Russian company Naumen, which develops solutions for contact centers, including on the basis of AI, TAdviser reported that they have already prepared a phased migration plan from foreign software, which minimizes risks to business and ensures the continuity of the contact center. According to the head of the press service, Lyusina Martirosova, the demand for domestic solutions for contact centers from enteprise players, including from the financial sector, has been growing for several years in a row. Naumen said that they already have experience in projects to transfer large companies from solutions of global vendors, including Genesys and Avaya, to Russian ones.

Genesys in Russia is represented by a legal entity, it was registered in November 2011. The company's revenue at the end of 2021 exceeded 517 million rubles, profit - 25.5 million rubles. Compared to the previous year, revenue increased by 5.2%, profit decreased by 1.9%. The company had its maximum revenue in 2018, when it reached almost 531.5 million rubles, while in 2018 Genesys showed a profit of 20.7 million rubles. At the end of 2021, the company employed 113 people. Moreover, the number of employees in the company has been declining since 2018, when 152 people worked in the Russian office.

2021: Investing in Limitless Smart Tech Support Service

In early February 2021, startup Limitless offering a solution for smart technical support of products, announced the raising of funding in the amount of $10 million. The Series B investment round was led by the fund (Redline Capital owned by the main beneficiary). AFK Sistema Vladimir Yevtushenkov Genesys, AlbionVC Unilever and Ventures also took part in the deal. More. here

2016

Purchase of Interactive Intelligence

On August 31, 2016, Genesys announced the purchase of rival Interactive Intelligence for $1.4 billion. Read more here.

Attracting an investment of $1 billion

On July 21, 2016, Genesys announced an investment of about $1 billion, as a result of which the American company was valued at almost $4 billion.

In Genesys, a private investment firm Hellman & Friedman has invested, which provided the developer of software for client services and solutions for contact centers $900 million. The size of the acquired share is not disclosed. Genesys CEO Paul Segre only noted that Hellman & Friedman has become a "significant minority investor."

The main shareholders of Genesys remained the investment funds Permira and Technology Crossover Ventures, which bought the company from Alcatel-Lucent for $1.5 billion in 2012. As a result of the investment deal, which was announced in July 2016, Genesys received a business valuation of $3.8 billion.

Genesys raised $1 billion in investments - the company was valued at almost $4 billion

We are investing in an industry leader with a proven ability to innovate in the market, "says Hellman & Friedman Managing Director David Tunnell. - We pin our hopes on Genesys "vision and employees" willingness to transform customer expertise. We look forward to working together as the company progresses through a new phase of growth.

Attracting investments from Hellman & Friedman will open Genesys to additional sources of capital, allowing the company to consider more options for acquisitions. From 2013 to 2016, Genesys bought at least 13 companies, through which it was able to expand its expertise in areas such as cloud services, data analysis systems and linguistic information processing.

We wanted to make sure we could act quickly when opportunities arose. To do this, we wanted an injection of capital, "Paul Segre said.

He also noted that at the time of separation from Alcatel-Lucent in 2012, Genesys's revenue was measured at about $565 million, and in 2016 it approached $900 million, and 20% of this amount comes from cloud services.^[2]

SpeechStorm takeover

In January 2016, Genesys announced the acquisition of SpeechStorm, a provider of self-service applications for mobile and Internet channels, as well as IVR systems. SpeechStorm has been a partner of Genesys since 2010 and has a number of locations in the UK, Spain and the US, with its head office in Northern Ireland.

The acquisition of SpeechStorm made it possible to expand the capabilities of the omnichannel self-service services of the Genesys Customer Experience Platform, improve the IVR self-service systems and Internet service solutions from Genesys, combine self-service services and the work of operators, thereby increasing the personalization of client service. Now Genesys customers have the opportunity to create a single self-service application and implement it in all areas of communication with the client, including mobile and Internet channels, as well as a traditional IVR system.

2015: Rumors about the sale of the company

On May 19, 2015, The Wall Street Journal (WSJ) published a message from which it became known about the possible sale of Genesys for several billion dollars. The company itself does not confirm this information, but also does not refute it.

According to sources of the publication, Genesys management is discussing the possibility of selling the company with private investment funds and technology companies. Their WSJ names are unknown, as opposed to the value of the proposed deal. It is reported that potential buyers of Genesys can pay ON more than $3.5 billion for a developer for contact centers, taking into account the vendor's debt. Genesys is not a public company, so its market capitalization is unknown.

Genesys management discusses the sale of the company with investment funds and IT industry participants

The newspaper clarifies that at the time of publication of the material, negotiations on the sale of Genesys were at an early stage, so there was no certainty that a deal would be concluded. The company refuses to give detailed comments on the information that appeared in the media. The WSJ editorial office received from the press service only the following message:

every other fast-growing company, there is interest in us from time to time."

A few months before the appearance of rumors about the sale of Genesys in the software industry, there were several M&A deals in which software developers were sold despite their rather large debts. In most cases, the buyers were private investment firms.

So, in April 2015, the Permira Foundation bought the manufacturer of data integration systems Informatica for $5.3 billion, and the supplier of protection against leaks Websense was sold for $1.9 billion to the American defense company Raytheon. In March 2015, investors from Bain Capital agreed to buy information security solutions developer Blue Coat Systems.^[3]

2013

Revenue growth by 20% to $740 million

In 2013, the company's revenue amounted to more than $740 million, which is 20% higher than in 2012. Genesys' operating profit rose 15% to more than $200 million. At the same time, 20% of revenue comes from cloud solutions, the package of which Genesys expanded with strategic acquisitions in 2013.

• The company has presented three universal packages of solutions for contact centers of any scale on a common platform - Customer Experience Platform. These are the Premier Edition for small and medium call centers, the Business Edition for mid-scale call centers, and the Enterprise Edition for large contact centers.
• Genesys has launched a one-stop suite of cloud solutions for new and existing customers at all levels. This complex includes solutions for call centers, products for voice self-service and proactive communications with consumers, as well as for mobile marketing and optimization of labor resources. All are built on the Customer Experience Platform.
• Genesys has combined advanced IVR self-service technology from the acquired Angel company and proprietary call center technology in the previously mentioned Premier Edition small contact center solution.
• To form the Enterprise Edition, Genesys used the technology of the acquired company Echopass, a leading provider of cloud solutions for large enterprises. This enabled flexible deployment scenarios for large enterprises, including cloud and hybrid models.
• For the first time in the market, Genesys has patented a solution for analyzing critical business information based on advanced oral and written analytics technologies obtained with the acquisition of UTOPY. Since the purchase of UTOPY, Genesys has increased revenue from voice analytics solutions by 300%.
• Genesys has developed Genesys Proactive Engagement, a pro-active consumer engagement solution that allows you to increase the level of sales through websites through a combination of mechanisms for analyzing customer behavior and the history of their interaction with the company.
• Genesys has strengthened its portfolio of solutions by expanding proactive customer communication technologies. This was due to the acquisition of SoundBite, a leading provider of cloud solutions for proactive collection of debts and payments, as well as applications for mobile marketing. Today, with the help of this technology, which is used by more than 350 leading companies in 30 countries, more than 2 billion messages are delivered.
• Genesys has changed the market's traditional understanding of workforce optimization technologies by bringing to market a Continuous Workforce Optimization solution that automates manual processes related to customer service. It was complemented by the ability to record customer interactions, a critical application for today's contact centers.
• Genesys complements its development of Genesys Prime, the most comprehensive call center cloud solution in Latin America, with technology acquired by Brazilian company Voran Technologia.

Industry Advisor Support Program

In April 2013, Genesys announced the launch of a new consultant engagement program aimed at providing independent contact center experts with operational access to product information, training and support services.

The Genesys Consultant Support Program is focused on Contact Center and Customer Service professionals who advise medium and large enterprises on the formation of divisions for world-class customer service.

The program provides a dedicated manager with personalized and timely support, as well as providing the consultant with access to resources when he needs it. A specially organized portal will help consultants use a wide range of tools and information materials.

Specialists participating in the program will also receive exclusive invitations to regional seminars, training webcasts and advisory conferences.

Independent consultants who do not act as reseller of solutions of any manufacturers are allowed for qualification selection. Qualified professionals interested in participating in the Genesys Consultant Support Program can leave an application here.

"Genesys recognizes the critical role played by independent experts in industry consulting," said Arnaud Kraaijvanger, vice president of marketing at Genesys. "We strive to effectively interact with the global expert community so that our clients make an informed choice of solutions for the contact center and correctly navigate the service technologies."

consider the provision of complete and comprehensive information, regardless of its color, to be the basis of relations with customers and partners," emphasizes Oleg Saushkin, Genesys official representative in Russia and the CIS. "A key feature of Genesys software products is the architecture and business approach to meeting customer communication challenges, and it is imperative for us that information on advanced technologies and products is available to experts."

Genesys opens the first training center in Russia

In May 2013, it became known that the Genesys University training center was deployed at the Belmont system integrator site in Moscow. Now customers and partners of the company will be able to take the necessary courses in Russian and without traveling abroad.

Within the framework of the Genesys University program, partners and customers of the company will be able to gain the necessary knowledge in such areas as system integration, information security, networks and contact centers directly in Russia, while previously this required the cost of traveling to Europe or inviting teachers from abroad. Trainings at the Russian training center Genesys University are held in Russian.

The sessions are designed for technicians who want in-depth professional knowledge of installing and configuring Genesys modules, developing routing strategies, IVR voice applications, or reporting. The training program also includes trainings for users who work daily with Genesys applications (operators, supervisors, analysts), and IT administrators who provide technical support for Genesys solutions.

Belmont was chosen as a partner for the training project, which, in addition to the status of Genesys Premier Partner, has a staff of certified specialists and has its own training center for competencies and software solutions.

Echopass Purchase

On October 21, 2013, it became known that Genesys had reached a final agreement to acquire Echopass, the leader in cloud contact centers for large enterprises. The deal is expected to take place in the fourth quarter of 2013.

The Echopass platform supports flexible contact center deployment scenarios for organizations of various levels, including an exclusively cloud-based model focused on medium-sized businesses and a hybrid option that combines a local information environment and cloud solutions that are more preferable for large-scale enterprises.

Echopass customers are organizations with the largest contact centers in the world - companies with call centers of over 8,000 agents in different countries. All sites are maintained using a single platform that integrates multiple customer service solutions in a virtual environment. The range of applications offered by Echopass includes support for many channels of communication with consumers, including telephone communication, chat, email, fax, SMS and mobile applications, as well as solutions to optimize the work of agents and improve the quality of client service.

"Earlier, Genesys has already introduced the services of its cloud contact center and announced the integration and use of its solutions in. Salesforce.com The growing interest in cloud contact centers is obvious, and very soon this trend will fully affect the Russian market. The upcoming acquisition of Echopass makes Genesys one of, if not the leading player in the global cloud services market, "says a Genesys official Oleg Saushkin in Russia the CIS and CIS.

Genesys software handles 100 million calls per day in 4,000 companies in 80 countries

Genesys is the only company in the world that is fully focused on software solutions that provide customer interaction over phone, email and the Internet. Genesys software solutions provide interoperability between customers and required company resources, enabling organizations to respond quickly to customer requests, optimize their operations, and leverage business resources efficiently.

Genesys contact centers handle more than 100 million calls every day for more than 4,000 private and public sector companies in 80 countries. Genesys solutions improve the efficiency of companies from the contact center to the back office, as well as improve the customer experience of service.

Genesys software can be used with most modern IP telephony systems:

• Cisco,
• Avaya,
• Alcatel-Lucent,
• Siemens,

The software runs on Intel-compatible servers running Windows.

An independent study by Frost & Sullivan (fall 2013) notes that Genesys uses a harmonious interaction function that allows you to consistently process tasks from different communication channels using a single platform. At the same time, the workload is analyzed and distributed based on business priorities, as well as depending on the competence and availability of employees.

Analysts emphasize that the Genesys solution eliminates a critical gap in the processing of business processes that modern CRM and BPM systems cannot cope with, which does not take into account the dynamic nature of the availability of working resources.

A Frost & Sullivan study showed that Genesys Enterprise Workload Management improves customer service quality and business profitability, as all requests are processed faster and more efficiently while significantly reducing costs in this direction. In addition, the solution integrates seamlessly with other systems available at the enterprise.

2012: Alcatel-Lucent sells Genesys to Permira Foundation

On February 1, 2012, Genesys' business unit was sold by Alcatel-Lucent to Permira Funds and Technology Crossover Ventures. Importantly, the change in Genesys status did not affect the business structure of the company, ensured the full retention of a management-level management team and 1,800 employees worldwide, and guaranteed business continuity, customer support and shareholder relationships.

There were also no failures in the development of the latest software solutions. In particular, at the end of May 2012, the company introduced Mobile Engagement, a software for serving users of mobile platforms.

On February 27, 2012, Alcatel-Lucent announced the official signing of the final agreement to transfer its subsidiary business Genesys to one of the companies that are part of the Permira Funds and Technology Crossover Ventures group and receive the last tranche of $1.5 billion.

The transaction was completed after Alcatel-Lucent received a binding offer from Permira on October 19, 2011 and conducted preliminary coordination and consultations in various countries, including approval by the Committee on Foreign Investment USA (CFIUS) and the Ministry of Economy and Finance France^[4]

On June 27, 2012, Genesys announced stable growth during its first 100 days as an independent company: net profit in the first quarter of 2012. increased by 13% compared to the first quarter of 2011. Once again independent and with an annual profit of over US $500 million, Genesys has strengthened its market leadership.

Based on 2012 results:

• Revenue Growth for Key Genesys Solutions: Strong performance was achieved including sales of Genesys Social Engagement (Customer Experience Solution via Social Media), Genesys Email and Genesys Web Chat (Customer Experience Solutions via Email and Web Chat), and Genesys Intelligent Workload Distribution. In addition, the company demonstrated strong performance in implementing the SIP Server solution: at the end of 2012, software was installed on more than 380,000 jobs.

• Acquisition in July 2012 of LM Sistemas, a provider of self-service solutions. This helped Genesys strengthen its position in the IVR platform segment and expand its presence in Latin America.

• The launch in 2012 of two new contact center solutions focused on medium-sized businesses: in September 2012 - Genesys Connect for Service Cloud (a cloud-based customer experience solution that integrates seamlessly into Service Cloud); at the end of 2012 - Genesys One (a new deployable package solution for medium and large businesses).

• The launch of Genesys Mobile Engagement is a mobile user support solution that allows you to combine applications on smartphones with the resources of company contact centers.

Notes