Genesys, an Alcatel-Lucent company, has traditionally been known as a contact center vendor, with its roots in CTI. Over the past few years, the company has slowly been transforming itself into an Enterprise Software provider. At its annual analyst conference in San Francisco last week, Genesys executives and representatives noted that the company is morphing from a pure play contact center player to a company that helps its customers provide great customer service across the enterprise. While Genesys continues to stay focused on customer service, more and more of its customers are focused on going beyond customer service to improving business processes as well. To that end, Genesys' mission is to be a "Leading provider of enterprise software and best practices that enable best in class customer service, including sales, through interaction management customer service across the enterprise." The company claims that now it is a contact ex-centric company, providing value to companies outside of the contact center as well.
