May 29, 2017 12:29 PM ET

Internet Software and Services

Company Overview of Genesys Telecommunications Laboratories, Inc.

Company Overview

Genesys Telecommunications Laboratories, Inc. provides cloud and on-premises omnichannel customer experience and contact center solutions. The company operates a Customer Experience Platform that enables enterprises to orchestrate and monitor multimodal omnichannel journeys and interactions. It also provides SIP communications solutions for virtual call centers and contact centers, which include contact center telephony; enterprise communications for administration, provisioning, reporting, and management of systems; and WebRTC communications for voice and face-to-face interactions. In addition, it offers an interactive voice response platform that integrates self-service applications, video...

2001 Junipero Serra Boulevard

Daly City, CA 94014

United States

Founded in 1990

730 Employees

Phone:

650-466-1100

Fax:

650-466-1260

Key Executives for Genesys Telecommunications Laboratories, Inc.

Chief Executive Officer and Director
Chief Financial Officer
Chief Legal Officer and Chief Ethics & Integrity Officer
Executive Vice President of Global Sales & Field Operations
Compensation as of Fiscal Year 2016.

Genesys Telecommunications Laboratories, Inc. Key Developments

Vivonet Deploys Genesys Cloud Solution for Customer Engagement

Vivonet has deployed PureCloud by Genesys, a cloud-based customer engagement and employee collaboration offering from Genesys. Vivonet currently uses PureCloud by Genesys to support approximately 30 Vancouver-based agents and contact center managers, who handle hundreds of technical support interactions per month. Vivonet will roll out the solution to an additional 28 agents in a contact center in Columbus, Ohio, later this year. PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution that is easy to use and quick to deploy. A true cloud offering, PureCloud by Genesys is flexible, open, feature-rich, and built for rapid innovation. Before selecting a solution, Vivonet tested PureCloud by Genesys against competitor Five9 across nearly 300 touchpoints. Vivonet ultimately selected the Genesys solution for its intuitive interface, all-in-one feature set, and AWS-based architecture, which makes it reliable and easy to deploy and manage. Vivonet cites a high record of uptime as one of the most significant benefits of PureCloud by Genesys. By ensuring effective, uninterrupted service, the solution has caused customer satisfaction ratings to increase and escalations to decrease since Vivonet transferred from its previous cloud solution. Vivonet also values the solution's ease of use, which made deployment and training lightning-quick for faster return on investment. Vivonet values the omnichannel functionality of PureCloud by Genesys, as their previous system didn't allow them to engage with customers using the method of their choice. Vivonet uses features such as voice with WebRTC, advanced call routing and email routing, and speech-enabled and interactive voice response (IVR), in addition to leveraging the reporting dashboards, data analytics and quality monitoring capability. PureCloud by Genesys is exceeding the company's expectations and according to Adatia the company plans to roll out more of the solution's capabilities by the end of the year, starting with co-browsing, web chat, and workforce management.

Genesys Seeks Acquisitions

Paul Segre, Chief Executive Officer of Genesys Telecommunications Laboratories, Inc. said, "This announcement underlines our strategy for augmenting organic growth with acquisitions that give us complementary best-of-breed technologies,"

Genesys Names Larry Katz as Chief Financial Officer

Genesys has appointed Larry Katz as its new chief financial officer. Prior to joining Genesys, Katz held a variety of senior executive leadership positions at JP Morgan Chase, including chief administrative officer for the Chase Merchant Services division, and CFO for the JP Morgan Treasury Services division. With more than two decades of financial and executive leadership experience, Katz will be responsible for managing the global financial strategy and operations of Genesys. Katz will oversee financial planning, business analytics, accounting, treasury, tax, corporate development, procurement, IT, corporate affairs and real estate. Earlier in his career, Katz served in a senior financial planning role with Bank One and in the strategic planning group within The Walt Disney Company.

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