Genesys Reviews | Glassdoor

Genesys Reviews

Updated October 20, 2017
74 reviews

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Genesys Chief Executive Officer Paul Segre
Paul Segre
49 Ratings

74 Employee Reviews

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Pros
Cons
  • My commute to Daly City is long, but once you demonstrate value working remote policy is very flexible (in 23 reviews)

  • Absolutely do not value work/life balance (in 11 reviews)

More Pros and Cons

  1. Helpful (31)

    "The Party is Over! (Working at Genocide)"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Software Engineer in Indianapolis, IN
    Current Employee - Senior Software Engineer in Indianapolis, IN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Genesys full-time (More than 5 years)

    Pros

    -Good at running the bilge pumps as the product has taken on heavy water
    -Good at moving Indy jobs to India and Russia
    -Good at driving away the top talent in Indianapolis and Raleigh
    -Really good at pumping damaged image on Glassdoor with fake reviews!
    -Slick yes men who move there lips (I no longer listen to what they are saying)
    -I have to give it 1 star

    Cons

    Wow, they really did it. Interactive Intelligence was an Epic Software company. The best talent in Indiana worked here. No one even cared if it payed the best because you were working with the elite R&D everyday. You made really challenging products with excellence, not just databases with webpages. If you were no good, they let you go.

    Once Genesys took over they promised that things would not change and that they were investing heavily in the company. They hired slick consultants, staged a corny merger event, passed out sweatbands (so you wouldn't sweat the merger - Seriously)!

    Actions speak louder than words however. It turned out that they had a secret "Synergy Spreadsheet" they used to cut everyone with. The best engineers left and didn't stick around. They have been public with Inside Indiana Business about hiring and bringing more jobs but that is 100% false.

    They have done nothing but secret/sneaky layoffs many times. They always keep it under the minimum so they do not have to report it to the state of Indiana and make the news. I don't understand how this has not been a bigger story?

    No one trusts anything they say. They have no idea what they bought or how to run the company. Interactive Intelligence customers are leaving and so should you. If you are still hanging around you just cannot find something better or are a masochist!!

    Advice to Management

    Just shut it down at this point.

    Now down to only 2 buildings. It is embarrassing that the new building now says "your name here" from 465 for everyone to see. Nice investing in Indy.
    (All kind of lies were told about how Indy was a new headquarters and they would be hiring and filling up the buildings.)

    Hopefully you can trick some fresh outs to signup who don't know what a good job is like and will work for 1 year before they figure it out and go to Salesforce, or a startup.


  2. Helpful (5)

    "Offshoring to Manila"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Tech Support in Burlington, MA
    Former Employee - Tech Support in Burlington, MA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Genesys full-time (More than a year)

    Pros

    Unlimited PTO, fairly good pay, great benefits for a low cost, work from home often.

    Cons

    Sent all of our jobs to Manila. CEO encourages (ahem..BEGS) employees to leave good feedback here, rude engineers who will use foul language and make you feel small. No training. Genesys has started to charge customers for support, selling "tokens" for the right to get support and training on newly deployed software.

    Advice to Management

    Make sure the Manila people are trained. Customers are complaining about the poor response. Train people BEFORE they support customers.

  3. Helpful (2)

    "Steer clear of this place!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Indianapolis, IN
    Former Employee - Anonymous Employee in Indianapolis, IN
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Genesys full-time (More than a year)

    Pros

    Potentially good, sustainable business post acquisition of Interactive Intelligence...but needs better leadership

    Cons

    Leadership actions do not match their words, top talent is not valued or rewarded as evidenced by voluntary leavers in key positions, dishonest leaders & HR professionals, no respect for work-life balance

    Advice to Management

    Critically and objectively evaluate people in leadership positions and courageously make necessary changes quickly. Many in leadership positions are not qualified or equipped to lead, but they are the face of senior leadership to much of your talent. Top talent will not accept poor leadership because they don’t have to do so. Top talent will be sought out & easily swayed to join inspirational leaders.


  4. Helpful (12)

    "Even contortionists are not asked to be this flexible..."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales
    Current Employee - Sales
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Genesys full-time (More than 5 years)

    Pros

    Clear and evident leader in their space, Genesys is driving the conversation of what good CX looks and feels like. Their competition is 2-3 years behind.

    Cons

    I have been with Genesys for several years, I have seen many acquisitions, mergers, etc. This most recent merger with ININ has caused turmoil and very low morale, especially on the sales side of the house.

    I firmly believe that salespeople need to be seeking out their own business in addition to what the company feeds you; it's what keeps you sharp and on top of your game. That being said, every year I have been here, I have received less and less leads, and this year I have received less than three.

    The fastest way to demoralize and demotivate your sales staff is to cut off their ability to make money, and due to marketing's inability to create proper awareness of the new brand and feed its sales staff an adequate amount of leads, people are being fired and/or are quitting due to poor performance; a majority of which is not necessarily their fault. Genesys is losing a lot of good people because of marketing's shortcomings.

    Too much internal red tape, especially when it comes to selling a deal. The new salesforce.com instance is cumbersome, and actually submitting and closing a deal feels like it practically requires an act of Congress.

    Genesys is attempting to merge two (billion dollar each) companies into one company in under a year's time as they have a specific and aggressive growth goals. A second major private investment firm has come along with the acquisition of ININ (Hellman and Friedman) as they helped fund a majority of said acquisition...and the sense among the staff is that they are far more demanding than the existing investment firm (Permira), and a lot of casualties are being created along the way because of this.

    Pay - Of course everyone wants to make as much money as they can, that being said, an overwhelming majority of us sales folk did not even get cost-of-living raises this year; yet another blow to morale.

    NorCal and Mid-West - Two VERY different cultures. This will take some time (and may not even happen) to reform what the new "company culture" is all about.

    Advice to Management

    Slow your roll. Seriously, please slow down and do a better job communicating changes and how they may impact your staff.

    I get it, you want to either get gobbled up by another, much larger company or go public (IPO) sometime in the next 2-4 years. It is ambitious and I wish you the best, that being said, you are killing your employee morale with the speed in which you are attempting to shift the culture.


  5. Helpful (8)

    "Be Careful If You're a Software Engineer"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Associate Software Engineer in Indianapolis, IN
    Current Employee - Associate Software Engineer in Indianapolis, IN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Genesys full-time (Less than a year)

    Pros

    Office is located close to interstate on/off ramps.

    Cons

    The plethora of negative employee reviews about Genesys and Interactive Intelligence speak for themselves, I don't think it's really necessary for me to pile on. If you're a software engineer and you're thinking about working here, please do a thorough research. Speaking for myself, I truly regret coming here.

    Advice to Management

    Fix the toxic culture.


  6. Helpful (2)

    "Software Engineer"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Genesys full-time

    Pros

    Everyone gets an office. Unlimited vacation

    Cons

    Local upper management is horrible.

    Advice to Management

    Let employees know you are alive.


  7. Helpful (3)

    "More interested in talking about CX then delivering great experiences"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Program Director in Daly City, CA
    Former Employee - Program Director in Daly City, CA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Genesys full-time (More than a year)

    Pros

    Smart capable executive team, for the most part

    Cons

    Mediocrity is promoted
     Focused on doing things that they think will make them look good for an IPO instead of using their own technology to transformed themselves into a best-of-breed customer experience company

    Advice to Management

    At the time, strong suggestion to use your own technology as a way to improve it and to convince customers it does what you claim.

  8. Helpful (10)

    "Customer Experience? That's not accurate"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - PSO Management in Indianapolis, IN
    Former Employee - PSO Management in Indianapolis, IN
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Genesys full-time (More than 10 years)

    Pros

    Genesys pays well and is relatively run well. They are looking to make their margins and get the return for their private equity company. They do a very good job at that.

    Cons

    Although they preach the customer experience is most important to them, it isn't. They cut corners, especially in professional services. They treat employees poorly, for the most part. I'm not a disgruntled employee - just look at the line of long timers that are lined up out the door. You don't have an exodus like this when you are treating your employees well and living up to your word. It's unfortunate.

    Advice to Management

    Pay attention to how things are run on the floor. There are certain people in charge that manage through bullying and sneaky management. Others are amazing leaders. However, long term growth will need a management team you can trust. The Interactive PS is not a great place to be for anyone, except the guy in charge.


  9. Helpful (23)

    "It's all down hill from here"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales Engineer in Daly City, CA
    Current Employee - Sales Engineer in Daly City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Genesys full-time (More than 5 years)

    Pros

    High pay rate to start for being in the mid-west.

    Cons

    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.

    Advice to Management

    Fire the CTO.


  10. Helpful (9)

    "Terrible, toxic culture"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Daly City, CA
    Current Employee - Anonymous Employee in Daly City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Genesys full-time (More than a year)

    Pros

    Free parking and that's it.

    Cons

    Toxic work culture that has trickled down from upper management and private equity firms who could care less about employees. Everyone is disposable, and they'll just replace you with contractors and consultants (or better yet, offshore your role). You will not be valued or rewarded for your hard work here. The 5 star reviews are definitely fake reviews put out by HR since they track Glassdoor ratings closely.

    Advice to Management

    Stop with the BS. Pretty soon everyone will have jumped ship and this thing will tank fast.


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