Genesys was founded in 1990 to prove that companies could better serve their customers by bringing together customer channels – it started with computers and telephones. Among its early innovations was Computer Telephony Integration (CTI), which effectively delivered customer information with voice telephone calls to help improve customer service and reduce the time needed by agents to handle inquiries – saving companies money by increasing agent productivity.
Genesys built on its market-leading CTI solutions to deliver intelligent interaction routing based on customer value or agent skill and moved towards an integrated suite of customer service solutions to provide more insight into and control over contact center operations, including multi-channel support, IVRs and voice portals for self-service, and workforce management.
Genesys was acquired by Paris-based Alcatel (now Alcatel-Lucent) in 2000. Genesys operated as an independent subsidiary company of Alcatel-Lucent and served as its center of excellence for contact center software and customer service applications for more than 10 years. During this time, Genesys continued building on its market-leading suite of software and services, maintaining consistent double-digit growth and its widely recognized position as the industry’s leading technology innovator.
Today, Genesys operates as a stand-alone company.