WebRTC Solutions Industry News

TMCNet:  Genesys Delivers Record Results in 2012

[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.

2012 Highlights:

  • 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 Deutschland.
  • 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.

Supporting Quotes:

"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."

About Genesys:

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.

www.genesyslab.com

Join the Conversation


[ Back To WebRTC Solutions's Homepage ]

FOLLOW US

Featured Podcasts

Delivering First Class Communications With WebRTC

This webcast captures a recent discussion about WebRTC between Jim Donovan, Director of Product Management at Oracle and Larry Hettick, Editorial Director and Senior Research Fellow at Webtorials. The topics cover WebRTC reliability, interoperability, and security--looking at how Oracle addresses these issues.

Oracle in Enterprise Communications

Most in the industry have heard of the acquisition of Acme Packet by Oracle. What you may not know is that Oracle has a number of telecommunications products including a UC suite, WebRTC Session Controller, and Operations monitoring tools. Oracle is pursuing both the enterprise and service provider.

Featured Whitepapers

ConnectCare & Unified Contact Manager

SPAN's ConnectCare is a WebRTC-based telemedicine app, which allows consumers to easily and instantly avail clinical healthcare from the providers, regardless of their location. This app is extremely useful to healthcare providers, patients and their caregivers alike.

WebRTC Security Concerns

This whitepaper covers two of the most relevant topics in communications industry today: WebRTC and security. We will introduce the problem of security in WebRTC including those traditional VoIP attacks that are going to be present in WebRTC services. Later we will mention ad-hoc WebRTC attacks and protection mechanisms, to close with an overview of identity management solutions.

Migrating Real Time Communications Services to the Web

In the Internet age, businesses that own fixed and mobile communication networks, including traditional Communications Service Providers (CSPs) of all kinds, are being challenged with some tough questions: How do we stay relevant to our customers?

Delivering Enterprise-Class Communications with WebRTC

WebRTC is an emerging industry standard for enabling Web browsers with real-time communications capabilities. It enables enterprises to enhance Web sites, empower BYOD users, and improve video collaboration and on-line meetings, to name but a few examples.

WebRTC Report Extract Reprint

This document examines the growing important of WebRTC, both generally and for telecom service providers. It considers the expanding range of use-cases, the multiple layers of interoperability likely to be desired by telcos, and some implications in terms of network integration and mobility.

WEBRTC SOLUTIONS PAPERS, SLIDES, COLLATERAL

Robust Enterprise Grade WebRTC Systems and Services


The emerging WebRTC standard has become one of the industry's hottest topics – and with good reason. Being able to "communications enable the web" has Communications Service Providers as well as Enterprises busily making plans for deployment. But, as these plans unfold, reality is starting to intrude on those plans. Our expectations of telephony services are much higher than web browsing. We expect the phone to connect instantly, operate with minimal disruption, and work seamless across any network, anywhere, at any time. There is also an understanding that phone service is inherently secure. With WebRTC, the expectation is for these applications to behave in the same manner.

This session looks at the user experience and expectations of a WebRTC Enterprise service. It will also cover how a WebRTC enterprise handles security, reliability, and interoperability within browsers and networks.

ORACLE COMMUNICATIONS WEBRTC SESSION CONTROLLER

The Oracle Communications WebRTC Session Controller enables communications service providers (CSPs) and enterprises to offer WebRTC services – from virtually any device, across virtually any network – with carrier-grade reliability and security.

Sales Presentation: Oracle Communications WebRTC Session Controller

Agenda:
- WebRTC Market and Opportunities
- WebRTC Challenges
- Oracle Communication WebRTC Session   Controller
- Summary

ORACLE COMMUNICATIONS WEBRTC SESSION CONTROLLER SOLUTION

Communication Service Provider (CSP) voice service revenues continue to face pressure due to shifts in communication preferences and competition from non-traditional service providers. Voice communications are now often embedded into applications outside the domain of traditional telephony voice usage. CSPs have been challenged to effectively leverage and monetize new web-oriented communications technologies.