|[January 28, 2013]
Genesys Delivers Record Results in 2012
DALY CITY, Calif. --(Business Wire)--
Genesys (News - Alert), a leading provider of customer service and contact center
solutions, today announced performance highlights for 2012, following
its first year as an independent company. The company achieved annual
revenues of greater than $610 million and double digit growth in 2012
compared to 2011. The record-breaking performance was driven by strong
demand for Genesys' SIP-based contact center solutions, analytics
applications, solutions for web, social and mobile customer service, as
well as enterprise-wide solutions that integrate the front office with
back office workers and processes.
The company added more than 200 new customers in 2012 with strong
performances in the education, financial services, government, retail,
travel, and telecommunications segments.
The company achieved high double-digit to triple-digit revenue growth
for key emerging solutions, including Genesys Social Engagement,
Genesys Email and Web Chat, and Genesys intelligent Workload
Distribution. Genesys also enjoyed continued strong performance for
its SIP Server solution, reaching more than 380,000 seats deployed at
the end of 2012.
In July, Genesys acquired LM Sistemas - an innovative provider of
advanced self-service solutions - strengthening its position in hosted
IVR platforms and self-service applications, and expanding the
company's presence in Latin America.
The companyin 2012 also launched two new solutions to support its
growth strategy for mid-market contact centers. Genesys Connect for
Service Cloud - a cloud customer service offering that natively
integrates Genesys into salesforce.com's award-winning Service Cloud
solution - was launched in September, 2012. Genesys One - a newly
packaged premise solution for the mid-market and broader enterprise -
was launched in October, 2012.
Earlier in 2012, the company launched its Genesys Mobile Engagement
solution, a breakthrough mobile customer care offering that links
smart phone applications and customer service agents.
The company also strengthened its hosted and pay-per-use contact
center partner relationships throughout the year, signing new
agreements in 2012 with Bell Canada, KDDI (News - Alert) of Japan, and Telekom
The company made key additions to its executive management team,
including James Budge, Chief Operating and Financial Officer; Reed
Henry, Chief Marketing Officer; Jeff Haslem, Chief Information
Officer; Madan Gadde, Senior Vice President, Professional Services;
Lucy Norris, Senior Vice President, Genesys Care; Mark Alloy, Vice
President, Tax and Treasury; and Christopher Agnew, Chief Patent and
Intellectual Property Counsel.
"2012 was a breakthrough year for Genesys as a newly independent
company," said Paul Segre (News - Alert), President and CEO of Genesys. "We enter 2013
with a strengthened position in the market with solutions like Genesys
Mobile Engagement and our new Web Engagement solution to be released in
the first quarter, as well as an exciting set of simplified, faster to
deploy offers for the mid-market, including Genesys One and our cloud
customer service solution Genesys Connect."
Genesys is a leading provider of customer service and contact center
solutions. With more than 2,000 customers in 80 countries, Genesys
software directs more than 100 million interactions every day from the
contact center to the back office, helping companies deliver fast,
simple service and a highly personalized cross-channel customer
experience. Genesys software also optimizes processes and the
performance of customer-facing employees across the enterprise.
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