CX Specialist Genesys Raises $580m

Customer experience (CX) specialist and call center software provider Genesys has raised $580m in a new round of funding, which values the company at $21 billion.

Genesys uses AI and cloud technology to connect customer interactions across marketing, sales and service on 'any' channel to deliver personalization at scale - and also targets improved employee experiences. In the summer, the firm partnered with experience Management (XM) company Qualtrics to promise users a single, actionable view of customer satisfaction.

New funding was led by Salesforce Ventures with participation from other investors including ServiceNow Ventures, Zoom Video Communications and funds and accounts managed by BlackRock.

Tony Bates (pictured), CEO and Chairman of Genesys, comments: 'Two years ago, we saw the challenge businesses faced in meeting the expectations of consumers and employees around digital experiences, and we realized we had an opportunity to transform not only our company but the overall industry. We believe this fundraise, including raising from leading strategic investors, validates the achievements we have made to date and will accelerate our continuing efforts to expand and realize the vast experience-as-a-service market opportunity ahead'.

Web site: www.genesys.com .