Genesys Receives $900 million Investment From Hellman & Friedman

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Omnichannel customer experience and contact center solutions vendor Genesys has received a financial shot in the arm after US private equity investment firm Hellman & Friedman agreed to invest $900 million in its equities.

This investment values Genesys at $3.8 billion, positioning it to pursue more acquisitions in the months to come. Despite the deal, Permira Funds, along with Technology Crossover Ventures and the other original investors, will continue to own a majority stake in the company.

“We are investing in an industry leader that has a demonstrated ability to out-innovate others in the market,” said David Tunnell, Managing Director, Hellman & Friedman.

Genesys has grown substantially since 2012 when Permira Funds bought it out from French networking giant Alcatel-Lucent for $1.5 billion. In the past four years, Genesys has acquired nearly a dozen smaller rivals, widening its geographical reach and expanding its expertise in cloud software, data analytics systems, and language processing.

This latest injection of money may tempt the company to continue its buying binge, say analysts. In recent years, the company has also bolstered its product portfolio, with a focus on omnichannel customer experience and employee engagement.

Its buying spree began in 2012 when it acquired LM Sistemas, a Brazilian developer of IVR systems. In 2013, it bought about half a dozen firms including Utopy, a speech analytics and workforce optimization provider, Angel, SoundBite and Echopass. Finally, in December 2013, it expanded deeper into Brazil and Latin America with its acquisition of workforce optimization vendor Voran Technologia.

Genesys is headquartered in Daly City, California, and it claims to have nearly 5000 customers in 120 countries around the globe.