Genesys is not good at folding in acquisitions. Angel, EchoPass, Utopy, SoundBite, Speechstorm, and now Interactive Intelligence. Count in Genesys own internally built hosted "cloud" platform along with premise customers and you will quickly find six or seven silo's that have yet to be integrated into a single cohesive company.
You will find that Genesys idea of buying a company is to layoff or force out the senior leaders of the acquired company first and then slowly weed out the remaining acquired employees through frustration and "Synergy Spreadsheets" that stack rank employees and knock off the bottom ten percent, usually the bottom ten percent are the acquired employees.
When a company buys a cloud company, there are few assets other than the employees that created the software and run the cloud operations. When you force out or lay off the employees what you have left is a cloud operation stuck in present operating mode at a degraded level of performance and support. This is particularly true when Genesys outsources development and support of the acquired platform to India or Russia. Look at Genesys Careers page and you will find dozens of positions in Manilla, St. Petersburg, Russia, Chennai, India, Hyderbad, India as the prime areas for Full Stack development where the platforms are to be integrated into a common product. Combine this with the lost talent from the acquisitions and what you are left with is a CTO of Genesys trying to perform full stack development of a collection of acquisitions that know one within the company knows little to nothing about, because all of the intellectual capital has left the organization.
Genesys encourages the fake reviews on glassdoor, and has for a while. So reviews that are glowing that states there are no cons to working at Genesys are internal hacks that are trying to position Genesys as the "go to" place to work. The reality is that most of the talent from the Interactive Intelligence acquisition is gone or going, and the talent from the other acquisitions has been gone for quite sometime. It would be tough to find even half a dozen EchoPass or Soundbite employees still left at Genesys. Interactive Intelligence employees were laid off, which means Genesys has already found itself in the same integration failure boat with an even bigger company. Ask Genesys for a combined uptime report for each and all cloud platforms on a 24 X 7 X 365 day basis for a year and you will find it is far less than the standard five nines the industry is used to seeing.
The CTO of Genesys is arrogant, and believes he can buy patents and then outsource the support and development to India and Russia to maintain a competitive posture against the likes of InContact or Amazon Connect. The reality is Genesys is years away from having a solidified scalable reliable omni-channel contact center platform which can compete with it's own current platforms. Genesys internal "cloud" product along with Interactive Intelligence PureCloud run on Amazon Web Services, and there simply isn't a window of years to bring on talent on in India and Russia, have them learn the old platforms and then develop them into an openstack product.
From a reliability standpoint, Genesys publishes outages online, and you can see the entire system go down for 45 minutes at a time. And that is prior to completing the offshoring of support and development.
And with hiring in India and Russia, expect to see even more frustrated customers with language barriers and time zones and newness into the position by offshore resources. A recipe for disaster.
The CTO of Genesys should have been fired long ago for buying Echopass and doing nothing with the acquisition. It was an us Vs. them mentality with Genesys creating it's own internal competing product to Echopass, which totally flopped. Now Genesys has to move Echopass customers off of that platform onto something new, because Echopass hasn't been sold in years. Complete waste of resources and talent, with few or no Echopass employees left at Genesys.
Avoid this one at all costs, as watching this train wreck derail will parallel Avaya being bought by private equity firms hoping to get rich quick. Genesys is being controlled by three private equity firms and being directed by a CTO that hasn't told the truth in many years.
