January 28, 2015 12:19 AM ET

Internet Software and Services

Company Overview of Genesys Telecommunications Laboratories, Inc.

Company Overview

Genesys Telecommunications Laboratories, Inc. provides multi-channel customer experience and contact center solutions in the cloud and on-premises in the United States and internationally. It offers Genesys Customer Experience Platform that enables optimal customer journeys consistently across various touchpoints, channels, and interactions. The company also provides SIP Communications that enable users to build virtual call and contact centers; Contact Center Telephony for enterprise collaboration; Genesys Enterprise Communications for the administration, provisioning, reporting, and management of systems; WebRTC (Web Real-Time Communications) for voice and video services; and Genesys Routi...

2001 Junipero Serra Boulevard

Daly City, CA 94014

United States

Founded in 1990

730 Employees





Key Executives for Genesys Telecommunications Laboratories, Inc.

Chief Executive Officer
Chief Operating and Financial Officer
Age: 47
Chief Customer Officer and Executive Vice President of Global Sales
Senior Vice President of Europe
Managing Director of India operations
Compensation as of Fiscal Year 2014.

Genesys Telecommunications Laboratories, Inc. Key Developments

Sky Uses Genesys 's Genesys Customer Experience Platform

Genesys has announced that the Sky is using the Genesys Customer Experience Platform to help transform its customer experience to meet growth and rising customer service expectations.

Red Hat Selects Genesys Cloud Contact Center Solution to Transform Customer Experience

Genesys announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer experience in the cloud and continue providing reliable and high-performing open hybrid cloud technologies to its global customers. Red Hat chose the Genesys platform following a competitive review process that was designed to rate solutions against their ability to offer Red Hat a fully integrated, and purely cloud-based, customer experience platform. Solutions were also evaluated on their ability to support a single global queue for all interaction channels and capabilities around implementing seamless failover, which was needed to meet global disaster recovery and business continuity requirements.

Genesys Announces Three New Contact Center Editions Premier Edition, Business Edition and Enterprise Edition

Genesys announced three new contact center editions - Premier Edition for small to mid-sized contact centers, Business Edition for mid-sized contact centers, and Enterprise Edition for large contact centers. These comprehensive offerings integrate technologies and expertise from the companies that Genesys recently acquired: Angel, Utopy and SoundBite Communications. Complementing these offers are new capabilities from Genesys for call recording, screen capture, and intuitive analytics. The intuitive analytics, called Pulse, are visual dashboards and interactive reports that provide real-time monitoring of contact center operations and performance. The editions extend best-in-class customer experience solutions to new market segments and represent the most comprehensive set of offerings for contact centers ever made available. The Genesys Premier Edition is a pure cloud offering that delivers everything that small to mid-size contact centers need to provide exceptional customer experiences. Built with world-class routing and IVR capabilities from Genesys and the intuitive Angel Virtual Contact Center user experience, this edition is designed to be flexible, quick to deploy, and easy to use. Capabilities include: Scale to 250 seats, Multi-channel support, Unlimited IVR ports, Intuitive and visual solution configuration, Proactive notifications and surveys, Business Intelligence Analytics, Workforce Optimization (WFO), Stand-alone agent and administrative support or native support within Salesforce Service Cloud, Bundled Telco Services. The Business Edition is the most feature-rich and flexible customer experience solution ever offered for mid to large-size contact centers. With this edition, customers can choose to run their contact center in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration. The on-premise appliance is new from Genesys and comes in multiple configurations. Whether in the cloud or on-premise, the Genesys Business Edition deploys rapidly, is easy to use, and scales as contact centers grow. Capabilities include: Scale up to 1,000 seats, Inbound and outbound multi-channel support, Email, chat, mobile and advanced self-service channels support, Simplified and pre-configured routing options for rapid deployment, Real-time performance and operational monitoring and analysis with Pulse, Workforce Optimization including Workforce Management, Pre-integrated hardware appliances for on-premise deployments. Genesys Enterprise Edition is tailor-made for large organizations that require highly scalable and customized contact center solutions. With this edition, customers can choose to run their contact center in the cloud, on-premise or in a hybrid cloud configuration. Capabilities in addition to those in the Business Edition include: Scale to unlimited seats, Cross-channel interaction management, Support for remote and branch office workers, Work item prioritization, routing & analytics, Customization and 3rd party system and application integration.

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