Genesys Named Asia-Pacific Contact Center Market Leader By Leading Analyst Firm
Melbourne, AUS, August 28, 2013 – Genesys, a leading provider of customer engagement and contact center solutions, today at G-Force APAC announced that it has been named the number one contact center provider in the Asia-Pacific region, according to leading IT market research and advisory firm IDC’s study, “Asia/Pacific Contact Center Vendor Shares 2012 Steadfastly Revolutioning”.
According to the study, “Genesys continues to grow and consolidates its position as the number 1 contact center in the region. The extraction of Genesys from Alcatel-Lucent following its mid-October (2011) acquisition by European private equity firms, Permira Funds and Technology Crossover Ventures, has created a company with renewed energy and potential.” The report goes on to cite “most vendors would agree that their future will be defined by their success in cloud. Genesys and the contact center space are no exemptions.”
Last year, Genesys achieved annual revenues of greater than $610 million and double-digit growth in 2012 compared to 2011. The record-breaking performance was driven by strong demand for Genesys’ contact center solutions, analytics applications, solutions for web, social and mobile customer service, as well enterprise-wide solutions that integrate the front office with back office workers and processes. This year, Genesys has bolstered its cloud capabilities through the acquisitions of Angel and SoundBite Communications, making it the industry’s largest cloud-based contact center provider with $135 million in annual revenue and over 1,200 customers.
“Genesys has been rapidly building the industry’s most comprehensive set of customer engagement solutions to help our customers provide a differentiated customer experience,” said Paul Segre, CEO and President, Genesys. “Being declared a market leader in the APAC region demonstrates that customers embrace our strategy of both providing total market coverage and offering solutions that span sales, marketing and service.”
The IDC study highlights the competitive landscape for the Asia/Pacific (excluding Japan), contact center applications, as well as the new demands of modern contact centers.
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. More than 49 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.
Dominic Weeks (SHIFT Communications)