Genesys Telecommunications Laboratories, an Alcatel-Lucent company has announced that Paul Segre, its current Chief Operating Officer, has been appointed as president and CEO. As a key member of the current management team, Segre has played a major role in shaping its growth strategy over the past five years.
As COO, Mr. Segre has served as a key architect of Genesys strategy to expand its market footprint by developing Dynamic Contact Centre technology to enable enterprises to adapt to fast-changing customer service environments. He has also championed its increased investment in IP and voice self-service offerings that extend communications beyond the contact centre.
Segre joined Genesys in 2002 as the CTO, responsible for product strategy and development, so his experience spans both the product creation capabilities as well as the sales and operations execution of the company. Before joining Genesys, he was Vice President and General Manager of Alcatel’s (now Alcatel-Lucent) Wireline Access business unit, the leading provider of next-generation Digital Loop Carrier products. Previously, he held the position of Vice President and General Manager of the Advanced Products Division for DSC (formerly Digital Switch Corporation) and held various senior management positions at AT&T in network management and workforce management.
“Paul Segre is the natural choice to take Genesys to the next level. His leadership skills and experience with Genesys’ people and technology, its partners and customers will benefit the entire organisation,” said Hubert de Pesquidoux, President, Alcatel-Lucent Enterprise Business Group.
Wes Hayden, Genesys’ former CEO will join Nuance, as president of a newly formed Enterprise Division. As a result, Genesys and Nuance expect to develop their existing partnership, in which they jointly sell and implement customer service and speech solutions.
“Genesys is just beginning to realise its full potential,” Paul Segre said. “Our core markets remain very healthy, with Genesys expanding at more than twice the market growth rate. And we are gaining incredible traction for our strategy of creating a unified platform for delivering rich customer experiences via the web, voice or video across any device.” Paul Segre added.