Genesys Strengths, Domain Expertise, and Key Differentiators
Genesys annually facilitates billions of customer experiences across 100+ countries, employing cloud, digital, and AI technologies to realize Experience as a Service®. With a focus on empathetic customer interactions at scale, Genesys empowers organizations globally through its AI-powered experience orchestration platform, Genesys Cloud. By delivering personalized experiences and enhancing workforce engagement, the platform enables organizations to differentiate themselves and drive operational improvements.
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 Recent Developments
Genesys has launched GCXNow, an industry-first free trial for its Genesys Cloud CX platform, catering to small to mid-sized businesses (SMBs). This offering allows SMBs to experience an automated self-service trial of the contact center solution, facilitating quick purchase and activation within minutes. Leveraging Genesys Cloud CX, GCXNow enables organizations to create comprehensive customer experiences across multiple channels such as phone, chat, text, email, and social media.
In a strategic collaboration, 8x8 and Genesys have integrated their solutions to enhance cross-functional team communication and collaboration. This integration allows organizations to align agents and subject matter experts seamlessly, facilitating quick collaboration for improved customer outcomes. The joint offering combines 8x8 Work's enterprise voice, video meetings, and team chat capabilities with Genesys Cloud, providing secure call transfers, unified directories, integrated single sign-on, and superior voice quality globally. Additionally, Genesys has strengthened its partnership with Amazon Web Services (AWS) to further innovate customer engagement solutions and announced the expansion of its Genesys Cloud region in the United Arab Emirates, emphasizing compliance with data residency regulations. Furthermore, Genesys has opened a new R&D center in Budapest, leveraging Hungary's engineering talent for AI and digital innovations, and established a Genesys Cloud CX region in Zurich, catering to Switzerland's growing demand for AI-powered experience orchestration.
In June 2021, Genesys launched Genesys DX, the company’s new standalone digital customer engagement offering. Genesys DX leverages the company’s CX expertise and Genesys AI, predictive engagement to enhance the conversational AI and dynamic knowledge base capabilities from the Bold360 acquisition, which closed in May. Genesys DX enables companies to move the customer experience beyond the transactional chat interactions that are common today to deliver intuitive conversations that customers welcome. With each customer engagement, Genesys DX will get smarter about how to improve their experiences throughout the relationship lifecycle based on dialogue, responses, and preferences.
In August 2020 Genesys has launched the industry's first native multi-cloud architecture. With new levels of flexibility, agility, and choice, it's now simpler for organizations to build a rich multi-vendor ecosystem and tailor their infrastructure, deployment, and management models to fit their business. This gives enterprises the resiliency, portability, and scalability they need to future proof their contact centers.
Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in a more personalized service that drives customer engagement and loyalty. In addition, organizations can benefit from the ability to transition to the cloud while preserving existing technology investments and complying with rigorous data and security requirements.
The newly containerized architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises, or hybrid deployments with Genesys Cloud or third-party providers. For example, with Genesys Engage, Fiat Chrysler Automobiles benefits from a single platform to support a diverse set of applications, cloud deployment models, and vendors across their global enterprise. In addition, the multi-cloud architecture makes it possible for organizations to run Genesys Engage in the private cloud of their choice, including leading Infrastructure-as-a-Service providers, Amazon Web Services (AWS), Google Cloud, and Microsoft Azure.
The multi-cloud approach also allows every Genesys Engage customer, both cloud and on-premises, to consume innovation with speed and ease regardless of their deployment model. For instance, it enables organizations using Genesys Engage to access the artificial intelligence-powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.
In November 2018, Genesys created 200 new technology jobs in Ireland over the next three years. The senior and highly skilled technical roles are based on 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 Mergers and acquisitions (M&A) Activities
On February 2, 2024, Genesys, concluded its acquisition of Radarr Technologies, a prominent company specializing in AI-based social and digital listening, analytics, and consumer engagement. This strategic move aims to enhance the Genesys Cloud platform by integrating Radarr's capabilities, facilitating the unification and personalization of customer experiences across traditional service channels and public social media platforms.
On December 1, 2021, Genesys completed the acquisitions of Pointillist and Exceed.ai. Pointillist, known for its award-winning journey management platform, and Exceed.ai, recognized for its intelligent lead activation and conversation engine, are poised to enhance Genesys' capabilities in marketing, sales, and service lifecycle interactions. In response to the evolving experience economy and heightened customer expectations, Genesys aims to empower organizations to unify, enrich, and orchestrate empathetic experiences across various touchpoints.
In May 2021, Genesys acquired Bold360 from LogMeIn, advancing its Experience as a Service vision. Bold360 is known for its digital capabilities, including conversational AI, dynamic knowledge base, and intuitive agent experience. By uniting Bold360’s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based, and personalised across any part of their business or channel.
In March 2020 Genesys has acquired its long-standing partner, nGUVU, to add gamification to its comprehensive workforce engagement management (WEM) suite. Based in Montreal, Canada, nGUVU is a cloud-based software provider of gamified solutions that use machine learning and behavioral analytics to improve employee engagement and performance.
Now, Genesys customers can take advantage of a modern way to deliver even better employee experiences. Adding native gamification further strengthens the existing WEM capabilities of Genesys Cloud, an all-in-one solution, and the world's leading public cloud contact center platform. Together, the solutions enable businesses to radically improve employee engagement, customer experiences, staff retention, and cost savings.
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 Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Genesys 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 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 Overview
Ownership: - Permira Funds, Technology Crossover Ventures
Number of Employees: 6000
Functional Market: Workforce Analytics, Scheduling, Task Management, Time and Attendance, Performance Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Genesys Key Cloud and HCM Applications
Genesys PureCloud, Genesys PureConnect, Genesys PureEngage,
Genesys HCM and Cloud HCM Applications Revenues, $M:
| Type/Year | 2022 | 2023 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| HCM Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* 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 Revenue Breakdown by Type:
Genesys HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets | % of HCM Revenue in the HR Segment | 2023 HCM Revenues, By HR Segment, $M | |
Genesys HCM Applications Revenues By Verticals, $M:
Genesys Total and HCM Applications Revenues by Region:
| Region | % of Total Revenues | 2023 Total Revenues, $M | 2023 HCM Applications Revenues, $M |
|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe |
Genesys Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Genesys Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Genesys Customers
No. of Genesys Customers: 11000
No. of Genesys HCM Applications Customers: x
No. of Genesys Cloud HCM Customers: x
No. of Genesys Cloud HCM Subscribers: 2 milion
Genesys experienced nearly 30% YoY growth in total customers during its fiscal year 2023, the platform currently serves over 4,500 organizations worldwide. Notable brands, including Virgin Atlantic, M&T Bank, and Coca-Cola Bottlers' Sales & Services Company, have chosen Genesys Cloud.
Genesys adds 800+ new customers during 2020 fiscal year.
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 Market Opportunities, M&A and Geo Expansions
Genesys Cloud's strategic expansion into the AWS Europe (Zurich) Region includes the AWS Asia Pacific (Osaka), AWS Middle East (UAE), and AWS Asia Pacific (Singapore) Regions and its presence in 20 AWS Regions globally. This extensive global availability has fueled a 50% year-over-year revenue growth for the platform in Q2 of fiscal year 2024. With notable success in Switzerland, experiencing a 40% revenue surge during the same period, Genesys Cloud attributes its growth to dynamic developments in sectors like healthcare, retail, and travel. The company's commitment to meeting rising demand includes substantial long-term investments in Switzerland, supported by dedicated local teams and a robust partner community. Genesys positions itself as an industry leader, emphasizing its secure, AI-powered experience orchestration platform that complies with local data residency and regulatory requirements worldwide.
In November 2021, Genesys and Google Cloud expand their partnership to deliver integrated platform offerings that meet the needs of progressive consumer behaviors and distributed workforces. To help organisations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organisations to deploy a private edition of its customer experience platform on Google Cloud’s infrastructure. With Genesys Multicloud CX private edition, organisations will have an open multicloud path to embrace the next step of their customer experience evolution on Google Cloud infrastructure.
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 Risks and Challenges
Genesys’ big opportunity lies in Contact Center As A Service and its short-term potential is whether it can seize the work from home(WFH) trend by positioning itself as the logical solution for customers that are struggling to configure and allocate their office-bound and WFH resources to deliver uninterrupted customer service and support experiences. To do so, Genesys may need to boost offerings especially for digital workspace by harnessing such add-ons as Desktop As A Service, Identity Management, as well as host of security technologies from Next-Generation Firewalls to Data Loss Prevention in order to deliver a 100% secure CcaaS solution for WFH users.
Genesys Ecosystem, Partners, Resellers and SI
Genesys cultivates a robust ecosystem through its Ascend Partner Program, collaborating with channel, technology partners, independent consultants and strategic alliances. The program, designed for consistency and simplicity, rewards partner achievements and capacity to win with industry-leading technology. Genesys pioneers Experience as a Service to deliver over 70 billion customer experiences annually, leveraging the power of the Genesys Cloud platform, a globally acclaimed public cloud contact center solution.
In January 2020 Microsoft and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution, Genesys Engage, running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.
With its multi-tenant architecture, Genesys Engage on Microsoft Azure gives customers the ability to innovate faster and improve their business agility. In addition, by running the Genesys customer experience solution on this dependable cloud environment, enterprises will be able to maximize their investment in Microsoft Azure through simplified management and maintenance requirements, centralized IT expertise, reduced costs, and more. These solutions make it easier for enterprises to leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made experiences for their customers.
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 Cloud Platform (PaaS) and Infrastructure (IaaS) Details
Subscribe to read more about:
- Genesys Public Cloud and Infrastructure (IaaS)
- Genesys Platform (PaaS)
- Genesys Application Delivery
- Genesys Private Cloud and Data Centers
Research Methodology
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).
For additional information on our methodologies, here's the link:
https://www.appsruntheworld.com/taxonomy
https://www.appsruntheworld.com/FAQ
