Genesys achieves double-digit growth in 2012


Genesys, a provider of customer service and contact center solutions, has achieved annual revenues of greater than $610 million and double digit growth in 2012 compared to 2011.

The strong performance was driven by 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.

In 2012 Genesys added more than 200 new customers  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.

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.

In July, Genesys acquired LM Sistemas – a provider of advanced self-service solutions. This acquisition strengthened its position in hosted IVR platforms and self-service applications, subsequently expanding the company’s presence in Latin America.

In September, 2012Genesys launched Genesys Connect for Service Cloud – a cloud customer service offering that natively integrates Genesys into’s award-winning Service Cloud solution. In October, 2012, Genesys One – a newly packaged premise solution for the mid-market and broader enterprise – was launched.

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 of Japan, and Telekom Deutschland.

Key additions to its executive management team during this period include James Budge, Chief Operating and Financial Officer; Reed Henry, Chief Marketing Officer; Jeff Haslem, Chief Information Officer; MadanGadde, 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.

Paul Segre, president and CEO of Genesys said, “2012 was a breakthrough year for Genesys as a newly independent company.” He mentioned that solutions like Genesys Mobile Engagement and Web Engagement solutions are expected to be released in the first quarter of 2013, followed by a set of simplified, faster to deploy offers meant for the mid-market, including Genesys One and the cloud customer service solution Genesys Connect.

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