Genesys_Paul Segre 560x320For many companies, October begins a countdown to year-end close of business. At Genesys, however, we’re ramping up for G-Force 2015, where we will be hosting our largest global user conference ever, bringing together nearly 1,500 of our global customers, partners, and industry thought leaders in Miami for three days of inspiration, education and collaboration.

It’s a great time for Genesys to celebrate a thriving and healthy business that has grown by more than 40% since becoming an independent company in 2012. The underpinnings of that growth, which has the company poised to reach $1 billion in annual revenues, has come as a result of expansion into new addressable markets. These include the contact center mid-market with new cloud and on-premises offerings, and an expanded product portfolio to add or enhance native workforce optimization and digital channels solutions, to name a few. This product expansion is being driven by the emerging requirement for an omnichannel engagement center to help organizations stay connected to their customers as they engage in and across a variety of digital and voice channels, the need for a complete customer engagement “suite,” and a customer desire to consolidate vendors. Companies of all sizes and sophistication are increasingly looking to our industry-leading Genesys Customer Experience Platform as the answer to the multi-channel dilemma that is disrupting the traditional contact center.

As a result, we’ve been inundated with demand, especially for our cloud solutions, which are bringing the power of Genesys to new and expanded markets.  I’m particularly proud of our 95% customer retention rate, applied across a diverse mix of companies, and the multitude of organizations that are using our cloud customer experience solutions as a differentiator to disrupt traditional business models. We’re doing something at a scope and scale no other company in the world is doing: making an end-to-end customer experience possible from the most sophisticated, multi-national companies to the young startups that need to rapidly scale CX operations to support their growing businesses.

To help Genesys scale, take on new challenges and ensure we continue to infuse our thinking with new perspectives and expertise, our team has grown to over 3,400 employees worldwide, while maintaining a culture that has earned us a top 50 place to work designation by Glassdoor. Our employee growth this year has included new, top senior talent experienced in cloud services in particular, as well as fully-dedicated customer success experts whose mission is to deliver business value and happy customers.

As we evaluate our plans, continued growth and financial stability position us well as we expand into new markets, broaden our feature set, and in particular, lean in to our cloud offerings, where organizations are selecting Genesys for capabilities that new customers tell us are unmatched in the industry.  These customers include Red Hat, Plated, Atom Bank, and Drones Etc. to name a few, many of whom will be presenting in Miami at G-Force next week. We’re listening and responding. And, we have the industry tenure, resources, passion, and inspired mindset to continue to lead in the era ahead.

G-Force 2015 will be a rare opportunity where CX leaders come together in one location to discuss the constant challenges of adapting and evolving customer experience as their customers pressure them to be available through more channels than ever before. We’re very excited to engage around these and other new challenges, imagine the future, and of course, to share our plans and vision for NextGen CX.

It’s never been more exciting to be part of the rapid advancement, innovation and ecosystem that marks this new era of customer engagement. We are optimistic in the continued leadership role Genesys has in helping move companies and the industry forward with innovation based on our products and services, and also with our passion for our customers and their success. If you are joining us at G-Force, I look forward to seeing you in Miami next week!

Paul Segre

Paul Segre

Paul Segre is the chief executive officer at Genesys. Since taking on this position in 2007, he has led the company to consistent yearly double-digit growth and revenues of approximately $900 million. Paul joined Genesys in 2002 as chief technology...