Genesys Reports Strong Growth in its First Year as an Independent Company

By Tracey E. Schelmetic, TMCnet Contributor

The next-generation contact center – a unified, IP-based network with full functionality that can be deployed anywhere in the world, which also supports social media and mobile customer care – is the goal of many world-class customer support organizations. Increasingly, it’s also a reachable goal to smaller and mid-sized companies thanks to advances in call center technology.

This is good news for vendors of next-generation contact center solutions, many of whom are reporting strong growth, despite a still-flat economy. The latest of these is customer service and contact center solutions provider Genesys (News - Alert), which recently announced performance highlights for 2012, following its first year as an independent company.

Genesys, which was formerly an Alcatel-Lucent (News - Alert) company, achieved annual revenue of greater than $610 million and double digit growth in 2012 compared to 2011. The company’s 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, said the company.

“2012 was a breakthrough year for Genesys as a newly independent company,” said Paul Segre (News - Alert), president and CEO of Genesys, in a statement. “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.”

Last year saw the company add more than 200 new customers in the education, financial services, government, retail, travel, and telecommunications segments. Double and triple-digit revenue growth was seen 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 2012, Genesys 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, and Genesys One, a newly packaged premise solution for the mid-market and broader enterprise. Earlier in 2012, the company also launched its Genesys Mobile Engagement solution, a mobile customer care offering that links smart phone applications and customer service agents.

Want to learn more about cloud computing solutions geared specifically towards small to medium-sized businesses?  Don’t miss the Cloud4SMB Expo, collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at Cloud4SMB Expo. Follow us on Twitter.