Genesys

Genesys Telecommunications Laboratories, Inc. specializes in customer experience and contact center solutions, offering both cloud-based and on-premises platforms. The company provides a comprehensive customer experience platform that enables businesses to manage and enhance multimodal interactions across various channels. Its offerings include SIP communications solutions for virtual call centers, an interactive voice response platform for self-service and agent-assisted transactions, and workforce optimization tools that leverage artificial intelligence for improved management and analytics. Genesys also delivers business consulting and professional support services tailored to various sectors, including banking, healthcare, retail, and telecommunications. With a presence in over 100 countries and a commitment to fostering seamless communication, Genesys empowers organizations to create personalized customer experiences while driving operational efficiency. Founded in 1990 and headquartered in Daly City, California, the company maintains strategic partnerships to enhance its service offerings.

Mark Turner

SVP and General Manager, EMEA, the market leader in multi-channel customer experience

24 past transactions

Cresta

Series C in 2022
Cresta Intelligence, Inc., known as Cresta, specializes in customer service software tailored for Fortune 500 companies. Its main product utilizes artificial intelligence to transform contact center agents into experts by providing real-time, personalized coaching and quality assurance for both voice and chat interactions. The platform analyzes the performance of top agents to guide users through conversations, enhance their skills, and identify areas for improvement. Additionally, Cresta automates routine tasks such as order entry, lead creation, and account validation, streamlining workflows for greater efficiency. Founded in 2017 and headquartered in San Francisco, California, Cresta aims to empower employees with the tools necessary to excel from their first day on the job.

Bold360

Acquisition in 2021
Bold360 is an engagement solution platform that helps create better customer experiences. By leveraging the power of A.I., Bold360 helps personalize and enhance every engagement – no matter where it takes place – allowing companies to deliver better and more consistent customer experiences seamlessly across both A.I. and agent-based interactions.

Limitless

Series B in 2021
Limitless Technology Ltd, founded in 2016 and based in London, develops an AI-powered platform that enhances customer service engagements. This platform allows businesses to connect customers with qualified experts to address inquiries on-demand, offering a faster and more cost-effective service. By leveraging customer interactions and feedback, the system continually improves through AI, automating responses to lower-value queries over time. Limitless operates in over 20 countries and serves notable clients such as Microsoft, Unilever, and Sage. The company is backed by investors including Unilever Ventures, Downing Ventures, and Albion Capital.

nGUVU

Acquisition in 2020
nGUVU Technologies Inc., based in Montréal, Canada, specializes in cloud-based software solutions designed to enhance agent engagement in contact centers through gamification and machine learning. The company's innovative platform utilizes behavioral analytics to empower agents, fostering a motivating work environment that encourages self-management and continuous improvement. By integrating game-like mechanics into daily responsibilities, nGUVU transforms traditional performance metrics into engaging challenges and performance points, enabling agents to compete with one another and collaborate effectively. Additionally, the software provides managers with real-time visuals of performance, helping organizations to anticipate risks and drive overall effectiveness within their contact centers. As a subsidiary of Genesys Telecommunications Laboratories, Inc., nGUVU aims to revolutionize the contact center experience by prioritizing agent engagement and satisfaction.

Altocloud

Acquisition in 2018
Altocloud is a Customer Journey Analytics platform that combines Artificial Intelligence and real time communications to deliver a seamless customer experience and better outcomes for business. Delivered through an easy-to-deploy SaaS platform, the Altocloud software integrates with leading CRM, Marketing Automation and Contact Center products. The company is based in Mountain View, California and Galway, Ireland. See http://altocloud.com

KickAAS

Acquisition in 2017
Scripting App

Silver Lining Solutions

Acquisition in 2017
Silver Lining Solutions enables organisations to pinpoint and replicate the employee skills, knowledge and attributes that drive the best business outcomes - quickly, cost-effectively and at scale. Companies around the world use our unique software solutions to transform the customer experience and achieve step change improvements in sales performance and operational efficiencies. Our teams have deep industry knowledge and extensive exposure to customer management, contact centre and back office environments. This first-hand exposure helps us see things from your point of view - we understand the challenges you face and know how to overcome them to unlock significant business benefits.

EIT

Acquisition in 2016
Partner

Interactive Intelligence

Acquisition in 2016
Interactive Intelligence Group, Inc. specializes in software and cloud services that enhance customer engagement, communications, and collaboration. The company focuses on interaction management software solutions, providing licensing and associated services to help organizations improve their customer interactions and streamline communication processes. Through its offerings, Interactive Intelligence aims to support businesses in optimizing their operational efficiency and enhancing customer satisfaction.

SpeechStorm

Acquisition in 2015
SpeechStorm helps organisations of all sizes make everyday tasks easier for their customers.

CanaPlus Consulting

Acquisition in 2014
CanaPlus Consulting is a privately held company that provides contact center solutions to small and medium sized businesses.

OVM Solutions

Acquisition in 2014
OVM Solutions is a provider of on-demand, automated messaging for proactive communications. The company has more than a decade of expertise in designing, scripting, training and voice talent selection to deliver exceptional sales and marketing campaign performance for a range of organizations and applications including financial services, non-profits, healthcare, collections, retail, utilities, events and political campaigns.

Solariat

Acquisition in 2014
Solariat, Inc. is a privately held company and operates as a social media analytics firm.

Ventriloquist

Acquisition in 2014
Ventriloquist is helping its clients take advantage of paradigm shifts by delivering innovations such as Free-to-End-User text messaging.

Ventriloquist Customer Communications

Acquisition in 2014
Ventriloquist Customer Communications is a privately held company that provides cloud-based mobile, voice, and email communications.

Voran Technologia

Acquisition in 2013
Voran Technologia is a market leader of workforce optimization (WFO) as a service in Brazil.

Echopass

Acquisition in 2013
Echopass Corporation provides advanced IP-based call and contact center solutions as a service for mid-to-large enterprises and government agencies through its unique EchoSystem service integration platform. Only Echopass delivers the promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies. Echopass managed solutions are quick to deploy, easy to use, flexible, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of the Red Herring Top 100 Companies award

SoundBite Communications

Acquisition in 2013
SoundBite Communications provides on-demand, integrated multi-channel communications solutions that enable clients to achieve superior business results. Building on its foundation as a leading provider of automated voice messaging services, SoundBite offers integrated voice, text and email messaging solutions that help clients deliver the right message, to the right customer, using the right channel, at the right time. Organizations in industries such as collections, financial services, retail, telecom and media, and utilities rely on the SoundBite Intelligent Communications Platform to send over a billion messages annually for collections, customer care, and sales and marketing applications.

Angel

Acquisition in 2013
Angel.com, a subsidiary of MicroStrategy, specializes in on-demand Interactive Voice Response (IVR) and call center solutions. Established in 1999, the company has developed over 10,000 telephony solutions for more than 1,600 clients, including prominent firms such as Raytheon, Hitachi, and Reebok. The company's applications are designed to be built, deployed, and managed entirely through a web browser, eliminating the need for additional hardware, software, or human resources. This streamlined approach allows Angel.com to deploy solutions rapidly, often within days, and at competitive prices that facilitate immediate return on investment for its customers.

UTOPY

Acquisition in 2013
UTOPY's proven Customer Intelligence solutions are award-winning, and their customers are Fortune 500 leaders in their respective industries. UTOPY was founded in 1999 to help companies utilize the previously untapped “voice of the customer” to drive enterprise performance.

LM SISTEMAS

Acquisition in 2012
LM SISTEMAS is a company that was acquired by Genesys in 2012.

Conseros

Acquisition in 2009
Conseros provides a key business application that enables enterprises to manage and distribute high volumes of work items virtually.

VoiceGenie Technologies

Acquisition in 2006
VoiceGenie Technologies, Inc. provides VoiceXML platforms and open communications solutions for customer care. It offers NeXusPoint, an VoiceXML-based framework for the development, deployment, and hosting of speech or touch-tone services; and NXP Enterprise that automates business processes within corporate enterprise and call center environments, including utilities, healthcare, banking/investor, insurance, retail, travel/hospitality, automotive, and transportation/airlines, and pharmacy services.

Echopass

Series A in 2000
Echopass Corporation provides advanced IP-based call and contact center solutions as a service for mid-to-large enterprises and government agencies through its unique EchoSystem service integration platform. Only Echopass delivers the promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies. Echopass managed solutions are quick to deploy, easy to use, flexible, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of the Red Herring Top 100 Companies award
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