Company launches innovative Genesys Prime self-service solution

São Paulo Brazil, December 6, 2012 – Genesys, a leading provider of customer service solutions, today announced key developments in Brazil as the company rapidly expands its presence to fuel growth and meet the increasing demand for customer service. As part of today’s news, Genesys is officially launching its Genesys Prime business, which will be based in Brazil. Genesys Prime, which delivers a unique full-service offering for self-service, will be led by Alexandre Birchir. Genesys is also pleased to announce the appointment of Dimitrius Oliviera as the new Country Manager for Brazil.

Key Facts:

  • Brazil Customer Service Opportunity Strategic to Genesys Growth: With a population of 197 million, Brazil’s soaring middle class has spurred an explosion in consumer consumption for telecommunications, paid television, insurance, financial services, and luxury goods. Driven by this increased consumer spending, Brazil represents a tremendous opportunity for Genesys as empowered consumers increasingly demand quality customer service from the companies they do business with.
  • Genesys Prime Brings Self-Service Best Practices with Innovative Service Delivery: Building on its recent acquisition of LM Sistemas, a pioneer and innovator of customer self-service solutions, Genesys is formally establishing its Genesys Prime business in Brazil. Supporting the company’s strategy to deliver service offerings that package best practices, Genesys Prime is a complete self-service solution that is delivered in a highly unique services model, including that design, implementation and delivery the solution with guaranteed business outcomes for customers. Former LM Sistemas CEO Alexandre Birchir will serve as General Manager of Genesys Prime. Genesys Prime will initially target customers in the Brazil market with plans to take its unique offering to new markets worldwide over the long term.
  • Company Appoints Dimitrius Oliviera Country Manager for Brazil: As part of today’s news, Genesys announces the appointment of Dimitrius Oliveira as Country Manager of Brazil. Mr. Olivieria was previously the General Director at Nokia-Siemens Networks in Brazil. Mr. Olivieria will drive the overall Genesys business in Brazil, responsible for sales, marketing, and operations activities.
  • Growing Genesys Staff in Brazil Driving Company Innovation – As part of its strategic focus on Brazil, Genesys has expanded its employee presence in Brazil. More than tripling its staff in 2012 alone, Genesys is placing a greater focus on supporting its customers in Brazil with an increased presence. This includes customer support staff to work more closely with local customers, as ell as research & development, leveraging Brazil-based talent to fuel innovation inside the country – as well as to new markets worldwide.

Supporting Quotes:

“With an expansive appetite for premium brands, mobility, technology innovation, and social media, Brazil’s booming middle class is creating one of the most fertile markets for Genesys,” said Paul Segre, President and CEO of Genesys. “Our increased investments within Brazil demonstrate our drive and desire to aggressively capitalize on this tremendous opportunity. The new Genesys Prime business will open new doors within this strategic market as we help companies engage today’s savvy Brazilian consumers.” "We're excited about today's launch and our future prospects in Brazil," said Alexandre Bichir, General Manager of the Genesys Prime business. "As Brazilian consumers seek a differentiated customer experience across the phone, web, mobile, and social media, Genesys Prime is uniquely positioned to meet this demand. Through decades of innovation and best practices, Genesys is setting a new standard for customer service in Brazil."

About Genesys:

Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million 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.