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Web 2.0 stars are aligning: Q&A with Genesys CEO Paul Segre
What do contact centres, SaaS, customer service, Web 2.0, and BPM have in common? Those - and other components - are part of Genesys' newly defined mission through its applications software initiative. Genesys CEO Paul Segre says conditions are ripe for enterprises to take advantage of this new way of acquiring the functionality they need to succeed.
Genesys has always been a distinct entity within the Alcatel-Lucent line of divisions, products and services. On 1 January, though, it was folded into a larger group called the "Applications Software Group". Genesys' mission of offering contact centre products and services geared toward enterprises and telecommunication firms will still be part of Alcatel-Lucent's mix. Indeed, Genesys will continue to largely operate it as it did before.
The difference - and the point of the new group - will be an added emphasis on Web 2.0 functionality, according to its president, Paul Segre, who will also continue to lead Genesys as its chief executive.
