Genesys Telecommunications Laboratories Strengths, Domain Expertise, and Key Differentiators
Genesys offers a range of workforce management applications primarily those for call-center operations. It targets Avaya and Aspect legacy contact center replacements as a growth driver.
Genesys specializes in on-premise and Cloud-based contact center applications for large enterprises.
In 2014 sales of its Cloud offerings doubled as more Cloud options became available in different countries. Genesys Cloud addresses a full range of customer needs including inbound contact center (IVR), outbound proactive communication, cross-channel capabilities covering voice, web, email, chat and mobile apps, self-service, workforce management, and business analytics
Genesys Telecommunications Laboratories Recent Developments
In November 2018, Genesys announced it is creating 200 new technology jobs in Ireland over the next three years. The senior and highly skilled technical roles are based at the company’s new Galway office. The growing Genesys workforce in Galway will focus on advancing the use of AI and machine learning to improve customer experiences and make employees’ jobs easier, resulting in positive business outcomes.
In March 2018, Genesys unified the AppFoundry marketplace that incorporates integrations for its entire portfolio, including the PureEngag, PureConnect and PureCloud platforms.
The new Genesys AppFoundry makes it simpler for businesses to quickly gain value from the industry's highest caliber of cloud and on-premises customer experience solutions available in one comprehensive marketplace.
Genesys Telecommunications Laboratories Mergers and acquisitions (M&A) Activities
In February 2018, Genesys acquired privately-held Altocloud, a cloud-based customer journey analytics provider. By adding the Altocloud solution to its portfolio, Genesys strengthens its capability in artificial intelligence (AI) and machine learning to help organizations deliver a highly responsive, predictive, and fully-contextual experience throughout all stages of the customer journey – from marketing to sales to service.
Genesys Telecommunications Laboratories Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Genesys Telecommunications Laboratories applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Genesys Telecommunications Laboratories and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Genesys PureCloud, Genesys PureConnect, Genesys PureEngage, customers.
Genesys Telecommunications Laboratories Overview
Ownership: - Permira Funds, Technology Crossover Ventures
Number of Employees: 5000
Key Verticals: Automotive, Banking and Financial Services, Communication, Construction and Real Estate, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil and Gas, Professional Services, Retail, Transportation, Utility,
Genesys Telecommunications Laboratories Key Cloud and HCM Applications
Genesys PureCloud, Genesys PureConnect, Genesys PureEngage,
Genesys Telecommunications Laboratories HCM and Cloud HCM Applications Revenues, $M:
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* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Genesys Telecommunications Laboratories Revenue Breakdown by Type:
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Genesys Telecommunications Laboratories HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets
2018 HCM Revenues, By Sub-Functional Markets, $M
Genesys Telecommunications Laboratories HCM Applications Revenues By Verticals, $M:
Genesys Telecommunications Laboratories Total and HCM Applications Revenues by Region:
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Genesys Telecommunications Laboratories Direct vs Indirect sales
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Genesys Telecommunications Laboratories Customers - Breakdown by Geo, Size, Vertical and Product
No. of Genesys Telecommunications Laboratories Customers: 150
No. of Genesys Telecommunications Laboratories HCM Applications Customers: 150
No. of Genesys Telecommunications Laboratories Cloud HCM Customers: 1300
No. of Genesys Telecommunications Laboratories Cloud HCM Subscribers: 2000000
With more than 11,000 customers in 100 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back-office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience.
Genesys has over 1,250 cloud customers.
Recent customer wins are Atom, Suddenlink, Vodacom, CarTrawler, Plated, LegalZoom, Tata Sky, Empyrean, Integrated Labor.
Its cloud customers are AstraZeneca, City of Avondale, City of Edmonton, Deutsche Telecom, Election Protection, Etisalat, Marketo, Overstock.com, Princeton University, P&G, Securus, Stage Stores, U.S. Cellular and others.
Genesys Telecommunications Laboratories Market Opportunities, M&A and Geo Expansions
Genesys reports record momentum for the PureCloud platform, a unified, all-in-one customer engagement and business communications solution. In the first three quarters of 2018, Genesys signed deals with more than 500 customers and boosted PureCloud revenue by nearly 130% compared with the same period last year.
Genesys Telecommunications Laboratories Risks and Challenges
Genesys’ increased appetite for acquisitions could result in considerable product integration challenges over the next few years.
In June 2015, Genesys made an integration with Skype for Business to deliver best-in-class customer engagement, contact centre and unified communication solutions all from one single place: the Genesys Customer Experience Platform.
Genesys Telecommunications Laboratories Ecosystem, Partners, Resellers and SI
Genesys is making it even easier for businesses to extend the power of PureCloud with the launch of single-click free trials for Premium Applications. Now available on the Genesys AppFoundry, this is a fully self-service, automated free trial program available on a dedicated customer experience marketplace.
In July 2018, Genesys partnered with Google Cloud to integrate its new Contact Center AI solution. The integration enables brands to rapidly deploy some of the industry's smartest bots capable of resolving issues faster while improving customer satisfaction, sales, employee efficiency and more.
Genesys Gold Partners and resellers are North America (Aria, Nuance, Siemens, Verizon), Latin America (e-Contact, Information Systems), EMEA (Accenture, brightONE, DDM Consulting, Dimension Data, NextiraOne, Sistas, TeliaSonera, Team Vision) and APAC (Dimension Data).
Genesys Telecommunications Laboratories Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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