Genesys unveiled its marketing plans at its industry analyst conference with much enthusiasm, as it transitions to a private company. Private equity firm Permira recently finalized its acquisition and fortunately for Genesys, its brand remained intact from the 2000 earlier purchase by Alcatel Lucent. Throughout the event Genesys emphasized its commitment to engage with its customers and extend its brand as a premier brand in customer service. Genesys plans to continue its strong focus as an innovative software provider for contact centers and cross channel interactions, while also providing solutions in adjacent markets. It rightly considers mobile and social as two major growth opportunities.
For its game plan Genesys plans to leverage its global partners to expand its market reach and build closer relationships with its customers. Initiatives also include growth across its product lines, continued expansion of cloud services and introduction of additional software solutions. Genesys also plans to assist companies support their non-contact center employees and drive back office worker productivity through intelligent workload distribution (iWD) application.
Having watched Genesys over the years, I think the management team has a strong grasp on the market and renewed energy to deliver leading-edge solutions for its customers. To continue its momentum Genesys need to extend its fervor to its business partners and customers. This means supporting the decisive changes occurring in customer care and cloud services, as well as making the right choices in its expansion plans. Genesys is off to a good start as a private company and hopefully will get the support needed to grow through product diversification in adjacent markets and strong partnerships.