Transforming the way organisations engage their customers

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Blog-HeaderIt’s been a very busy summer at Genesys. Roughly a month ago, we announced a $900 million investment in our company by Hellman & Friedman. The next step toward realising our mission is today’s announcement; Genesys has entered into a definitive agreement to acquire Interactive Intelligence. 

Our market is in the midst of massive transformation, and Genesys is leading the disruption. In just a few short years, we have evolved from supplying powerful contact centre technologies and tools to delivering on the future of omnichannel customer engagement with the world’s number one customer experience platform.

We have just begun to realise our full potential. Digitalisation is causing every industry to evolve. Our mission is to support businesses in transitioning to this new world, while effectively serving and anticipating the engagement needs of their customers across all channels.

Acquiring Interactive Intelligence is the right strategic step in supporting that transformation.  We share a common mission of powering the world’s best customer experiences to create lasting relationships and are committed to transforming the way organisations engage customers and their employees. Together we support billions of customer interactions each year, across 10,000 global customers, both in the cloud and on premise.

Combining these two strong companies makes terrific business sense for our customers, partners and employees:

  • Customers gain access to more innovative omnichannel solutions that span the needs of organisations of all sizes and every level of sophistication, including complementary Interactive Intelligence portfolio offerings, such as unified communications and collaboration tools.
  • Partners gain access to a wider global market and can participate in the industry’s largest partner ecosystem of experienced customer engagement professionals.
  • Employees gain additional and more diverse career opportunities.

We are fully committed to becoming the next generation standard in customer experience platforms and to delivering the industry’s most innovative solution offerings spanning customer engagement, employee engagement, business optimisation, and unified communications.

The transaction is expected to close by the end of the year, subject to customary closing conditions, including regulatory approval and approval by Interactive Intelligence shareholders. Upon completion of the acquisition, Genesys will be well positioned to accelerate innovation in the customer experience market with more than $1.3 billion in revenue and annual R&D spend approaching $200 million.

There are tremendous opportunities in the customer experience market, and by combining the strengths of Genesys and Interactive Intelligence, we will help our customers deliver exceptional service by powering the world’s best customer experiences at scale anytime, anywhere – over any channel, both in the cloud and on-premise.

Thank you for your continued support.

 

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Paul Segre

About Paul Segre

Paul Segre is the chief executive officer at Genesys. Since taking on this position in 2007, he has led the company to consistent yearly double-digit growth and revenues of approximately $900 million. Paul joined Genesys in 2002 as chief technology officer with responsibility for product management and engineering. In 2004, he became chief operating officer with responsibility for sales, service, and support. From 2002 to 2011, Paul held a variety of executive management roles at Alcatel-Lucent, including president of the Applications Group, which included Genesys. During this time, he led a worldwide team and grew revenues to more than $2.9 billion. Prior to Genesys, Paul held senior positions at DSC, Bell Labs, and AT&T Network Systems in strategy, business development, and operations support systems development. He holds a bachelor's degree in mathematics and a master's degree in operations research from Stanford University.