US-based tech company, Genesys, a global leader in omni-channel customer experience and contact centre solutions, has announced Tony Bates as its new Chief Executive Officer, effective immediately. Bates succeeds Paul Segre, who will continue with Genesys as Chairman of the company.
The appointment comes months after the company discovered that enterprises in Southern and East Africa and Mauritius are rapidly stepping up their efforts to boost customer experience.
Genesys, which is headquartered in Daly City, California, has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia.
Last year, Adriaan van Staden, Senior Sales Manager for Southern East Africa at Genesys, noted that businesses in the region are investing in contact centres and customer experience suites for the first time. He noted that some are moving from very limited capabilities, and are leapfrogging directly to cloud-based all-in-one solutions.
At the time, the firm noted that Southern and East Africa are clearly entering a rapid growth phase. van Staden said that Genesys was excited to be helping drive this new phase in enterprise transformation and development.
With Bates’s appointment, it is expected that the trend will continue.
Bates has decades of experience and success steering business-to-business and business-to-consumer companies through industry transitions and rapid scaling. This includes leading Cisco’s Service Provider business and growing its Enterprise and Commercial division to more than $20 billion in annual revenue.
As CEO of Skype, Bates expanded the business to over 170 million connected users. Once Skype was acquired by Microsoft, Bates became president responsible for unified communications before serving as executive vice president of business development and developers. In addition to his role at Genesys, Bates will continue his appointments on the board of directors at both VMWare and eBay.
The company also announced that President Tom Eggemeier will transition into a new role as a partner at one of the company’s private equity investors, Permira. Presently, the Permira Funds and Hellman & Friedman own a combined majority stake in Genesys.
“The opportunity to lead Genesys at this pivotal moment is truly an honour,” said Bates.
Brian Ruder, partner and co-head of Permira’s technology team stated that with Tony at the helm, Genesys is poised to continue achieving record revenue, profitability, customer success and business impact in the market.
“Tony brings years of proven success leading technology businesses as they navigate change and drive rapid growth,” commented Tarim Wasim, Partner at American private equity firm, Hellman & Friedman.
“We welcome his energy, direction and leadership as Genesys builds on its recent momentum,” he said.