Genesys, the global player in omni-channel customer experience and contact centre solutions has announced Tony Bates as its new CEO effective immediately. Bates succeeds Paul Segre, who will continue with Genesys as chairman of the company.

Bates formerly led Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue. He is also the former CEO of Skype. 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 opportunity to lead Genesys at this pivotal moment is truly an honour,” said Bates. “With its next-generation cloud business growing 85 per cent year over year and rapid injection of AI throughout its customer experience platform, Paul and Tom have done an incredible job building Genesys into a market leader with a remarkable customer base. Especially noteworthy is its PureCloud offer, which is one of the fastest growing SaaS businesses ever, on par with high-growth companies like Zoom.1 The immense opportunity ahead of us is clear, and I intend to ensure that we capitalise on it.”

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