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Corporation
SOFTWARE (NON-INTERNET/MOBILE) | Customer Relationship Management Software
genesys.com

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Founded Year

1990

Stage

Private Equity - II | Alive

Total Raised

$1.02B

Last Raised

$110.98M | 4 yrs ago

Revenue

$0000 

Mosaic Score

+60 points in the past 30 days

What is a Mosaic Score?
The Mosaic Score is an algorithm that measures the overall financial health and market potential of private companies.

About Genesys

Genesys is a provider of customer service and contact center software and services - with a focus on customer experience and a mission to save the world from bad customer service. Genesys is positioned to help companies bring people, insights, and customer channels together to drive new customer conversation. Genesys software directs 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.

Genesys Headquarter Location

2001 Junipero Serra Boulevard

Daly City, California, 94014,

United States

+1 650 466 1100

Latest Genesys News

Automation Anywhere Launches New Contact Center Solution, Empowering Enterprises To Deliver Better Service, Faster

Oct 20, 2021

Share Enterprises can scale with cloud-native automation integrated with contact centers powered by Genesys and Google to speed delivery of services and reduce customer hold times Automation Anywhere, a global leader in intelligent automation today introduced Automation Anywhere for Contact Centers, a cloud-native, AI-driven automation solution that empowers enterprises to deliver better customer service faster. Today, customers engage with contact service agents over an ever-growing number of digital channels. At the same time, organizations want to empower agents with a complete view of the customer. But the reality is complicated as call center agents, whether virtual or human, must navigate apps, data sources, and multiple systems before they have the appropriate information required to respond. Intelligently Automating Away ‘Hold Please’ “The last thing today’s leading brands want to do is ask a customer to ‘hold please,’ while service teams scramble to find account details, order history, or other information they need to quickly solve a customer problem,” said Mike Micucci, Chief Operating Officer, Automation Anywhere. “Our cloud-native automation platform works with all contact center platforms to connect data and automate manual processes, empowering agents to solve problems, faster.” Automation Anywhere for Contact Centers enables agents to become more efficient in finding, retrieving, and updating information, as well as executing client transactions quickly and accurately to speed delivery of services while reducing hold times. The solution is built on top of Automation 360, the world’s leading cloud-native RPA platform, and includes AARI, a smart, no-code, easy-to-use interface that allows business users to automate tasks and interactions across multiple systems. With AARI, a personal robotic assistant offering a single pane of glass for all automations, the solution can scale to support thousands of live or virtual agents and offers additional features, that: Simplify live agent experiences: Automation 360 automates connections across multiple systems of record, including CRM, customer interactions, payment history, and authentications to provide the agent with a complete view of the customer. AARI enables backend automation to speed workflows, update records, and escalations. Speed response time of virtual agents with complete data: Intelligent automation collects data from modern and legacy systems to speed virtual agent response time to customer questions, addresses more complex inquiries accurately, and provides AI-recommended next-best actions. Virtual agents can go beyond simply answering questions to resolving end-to-end customer cases without human agent intervention. Connect and scale across existing systems: Automation 360 connects and supports integrations for Google Cloud Contact Center AI (CCAI), and Genesys Cloud CX offering an increasing degree of flexibility to connect the dots for agents hamstrung by complexity. Lower Response Times, Shorter Average Handling Times, and Higher Case Capacity Enterprises that have already deployed Automation Anywhere for Contact Centers have been able to reduce customer response times, lower Average Handling Times (AHTs), and increase agent case capacity while enhancing customer experiences. “Using Automation Anywhere to automate our contact center operations has allowed us to improve our average customer call handling times with superior data accuracy, and increase our transactions,” said Manish Pandya, Senior Vice President of Digital Transformation for TaskUs, a provider of outsourced digital services and next-generation customer experience (CX) to innovative and disruptive companies worldwide. “By automating account verification, case summary notes, next-step guidance, and post-call follow-up, we’ve improved the customer experience.” PR Newswire, a Cision company, is the premier global provider of multimedia platforms and distribution that marketers, corporate communicators, sustainability officers, public affairs and investor relations officers leverage to engage key audiences. Having pioneered the commercial news distribution industry over 60 years ago, PR Newswire today provides end-to- end solutions to produce, optimize and target content -- and then distribute and measure results. Combining the world's largest multi-channel, multi-cultural content distribution and optimization network with comprehensive workflow tools and platforms, PR Newswire powers the stories of organizations around the world. PR Newswire serves tens of thousands of clients from offices in the Americas, Europe, Middle East, Africa and Asia-Pacific regions. Prev Post

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Research containing Genesys

Get data-driven expert analysis from the CB Insights Intelligence Unit.

CB Insights Intelligence Analysts have mentioned Genesys in 1 CB Insights research brief, most recently on Mar 6, 2020.

Expert Collections containing Genesys

Expert Collections are analyst-curated lists that highlight the companies you need to know in the most important technology spaces.

Genesys is included in 4 Expert Collections, including Smart Money VCs (2017-2019).

S

Smart Money VCs (2017-2019)

6,297 items

We crunched the data to identify the 24 VC firms with the best combination of portfolio valuations and investment outcomes.

S

Sales Tech

94 items

E

Enterprise SaaS

2,452 items

Software-as-a-service (SaaS) – internet based software offered as a subscription – continues to become the de facto standard for software distribution and consumption. Enterprise SaaS continues to show particular promise, emerging as one of the most well-funded categories. Startu

C

Customer Service Tech

522 items

Companies offering technology-driven solutions to enable, facilitate, and improve customer service across industries. This includes solutions pre, during, and post purchase of goods and services.

Genesys Patents

Genesys has filed 601 patents.

The 3 most popular patent topics include:

  • Videotelephony
  • Computer telephony integration
  • Outsourcing
patents chart

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2/28/2020

10/5/2021

Telephony equipment, Videotelephony, Teleconferencing, Voice over IP, Information technology management

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Related Topics

Telephony equipment, Videotelephony, Teleconferencing, Voice over IP, Information technology management

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Status

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Genesys Web Traffic

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Page Views per User (PVPU)
Page Views per Million (PVPM)
Reach per Million (RPM)
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