Latest news with #TonyBates
Fast Company
11 hours ago
- Business
- Fast Company
Genesys wants agentic AI to make customer service less robotic
When Tony Bates became chairman and CEO of Genesys in 2019, the company was already a global leader in contact center software. But Bates was determined to evolve its role in a rapidly changing tech landscape. Throughout his career—from transforming Skype into a communications powerhouse to leading Cisco's $20 billion enterprise business—Bates has built a reputation for guiding companies through pivotal industry shifts. Now, he is steering Genesys to the forefront of what may be the next defining wave of enterprise technology: agentic AI. Today, Genesys launched Cloud AI Studio, a new platform designed to help businesses create, manage, and scale AI-powered customer experiences. Its first release, AI Guides, allows teams to build autonomous AI agents without writing a single line of code. These agents can operate across departments, execute tasks, and trigger workflows, all governed by clear business rules.
NDTV
05-05-2025
- Business
- NDTV
After 22 Years, Skype Will Ring For The Last Time Today
Long before Zoom meetings, WhatsApp calls, and Google Hangouts, there was Skype - a free platform allowing people across the globe to hear and see each other with just a computer and an internet connection. After over two decades, Skype will officially go silent today. Origin Of Skype Launched in 2003 by Skype Technologies in Luxembourg, Skype was among the earliest mainstream applications to leverage Voice over Internet Protocol (VoIP). When international calls cost a fortune, Skype offered free computer-to-computer calls and cheap rates for calling landlines and mobiles. It didn't take long for it to become a household name. "Skype me" even became part of everyday language, much like "Google it." By 2008, the platform had over 400 million registered users. It was so influential that it caught the attention of tech giants. eBay acquired it in 2005 for $2.5 billion but later sold it. Eventually, in 2011, Microsoft bought it for $8.5 billion. Fall Of Skype Microsoft integrated the platform across Windows PCs, smartphones, and even Xbox consoles. The aim was to reach 1 billion daily users, as then-CEO Tony Bates famously declared. But it tumbled. Frequent interface changes and bloated updates made it clunky. It became more frustrating to use. Competition surged. WhatsApp, Facebook Messenger, Apple FaceTime, and newer apps like Signal all began offering free P2P (peer-to-peer) calls. In the business world, Slack and Microsoft's very own Teams came out as convenient communication tools. Skype's once-loyal base began migrating elsewhere. Then Came The Pandemic The COVID-19 pandemic in 2020, which forced the world indoors and online, should have been Skype's moment to shine. But instead of leading the virtual meeting revolution, it was Zoom that took over. Zoom's ease won users over, while Skype continued to struggle with glitches and complicated interfaces. Seeing this, Microsoft invested its energy into Teams. As Teams took off, Skype was forgotten. Even the brief uptick in users during the early pandemic wasn't enough to save it. Why Microsoft Is Pulling The Plug Microsoft wants to focus fully on Teams, the preferred platform for enterprise users. The only part of Skype that will remain is Skype for Business, a feature already tied closely to the Teams ecosystem. In 2025, Skype dwindled to about 23 million monthly users, down from its 150 million in 2011, and far from the 400 million registered users it once claimed.
Forbes
31-03-2025
- Business
- Forbes
Key Lessons From Microsoft's Skype Experiment About Integration
Microsoft CEO Steve Ballmer (L) shakes hands with Skype CEO Tony Bates during a news conference on ... More May 10, 2011 to announce Microsoft's acquisition of Skype for $8.5 billion. (Photo by) Microsoft's recent announcement that Skype will be shutting down in May 2025 provides a perfect epilogue to a 14-year journey that began with an $8.5 billion acquisition. As an M&A leadership expert who has guided numerous organizations through complex transitions, I've observed a recurring pattern: the well-intentioned decision to delay full integration of acquired companies to preserve their value often leads to unintended negative consequences. The conventional wisdom—preserve brand equity, retain talent, maintain the innovation culture—sounds logical. Yet Skype's trajectory within Microsoft offers compelling evidence that early, decisive integration may better serve long-term success. In many acquisitions I've advised, someone inevitably argues for maintaining the acquired company's independence: "Let's not disrupt what's working." This preservation mindset seems prudent on the surface—why risk damaging what you just paid a premium to acquire? That certainly was my point of view early in my career. I was a senior marketing executive with digital mapmaker NAVTEQ when Nokia acquired the company in 2008 for $8.1 billion. I firmly believed integration (if there was to be any integration at all) should be delayed. Yet this approach can create a structural limbo that ultimately undermines the very assets the acquirer aims to protect. The acquisition exists within the parent company but remains separate from core operations. This "separate but equal" status gradually erodes as resource allocation decisions, strategic priorities, and talent management inevitably favor internally developed initiatives over the acquired entity. When Microsoft acquired Skype in 2011, it followed the preservation playbook meticulously. Skype maintained its own brand, leadership team, and development priorities while Microsoft simultaneously invested in parallel communication products like Lync. This dual strategy created fundamental organizational confusion: Which product represented Microsoft's "real" communication strategy? Who controlled innovation resources? How should talent navigate career decisions between these overlapping entities? Microsoft Teams launches in 2017 (Photo by Jaap Arriens/NurPhoto via Getty Images) Then along came Teams which added to the confusion. Launched in March 2017 in response to Slack's growing popularity, Teams was conceived not as a standalone product but as an integrated component of Microsoft's productivity ecosystem from day one. Teams strategic clarity offered structural advantages Skype did not have. Teams benefited from executive sponsorship, preferential resource allocation, and seamless integration with Office 365. The fundamental flaw in delayed integration strategies (remember, I was a proponent) is the myth that acquired companies can remain separate but equal within the parent organization. Organizational dynamics simply don't work this way. Resource allocation decisions inevitably flow toward products that align most closely with the parent company's core strategy. In Microsoft's case, Teams' deep integration with Office 365 created natural advantages that Skype—maintained as a somewhat separate entity—did not benefit from. Talent tends to follow where the resources go. The most ambitious employees migrate toward products with the strongest executive sponsorship and clearest growth trajectories. For Skype, this created a gradual talent drain as innovative team members began to realize that Microsoft's strategic future lay with Teams rather than Skype. The costs of delayed integration extend beyond financial metrics. For Skype, these included: The temporary comfort of preservation eventually gives way to the painful reality of marginalization. This points to what I call the Integration Timeline Paradox: delaying integration to minimize short-term disruption often creates greater long-term disruption. Microsoft, which acquired Skype messaging and calling 14 years ago, said it will be retiring it from ... More active duty on May 5 to double down on Teams. (Photo Illustration by May James/SOPA Images/LightRocket via Getty Images) Microsoft's current approach to migrating Skype users to Teams—while necessary and well-executed—represents the culmination of this paradox. A more decisive integration strategy in 2011 might have caused short-term discomfort but could have avoided the "slow death" phenomenon that Skype experienced as Teams gradually eclipsed it in strategic importance. Delayed integration creates prolonged uncertainty that ultimately harms talent retention. Despite the conventional wisdom that preservation protects talent, my experience suggests the opposite is often true. Top performers crave clarity and opportunity. They want to work on products with clear strategic alignment and strong executive sponsorship. The talent exodus from acquired companies often accelerates when employees recognize their "protected" status is actually marginalization in disguise. Ironically, early integration—despite initial disruption—often provides exactly the clarity that top talent seeks. Clear roles, explicit strategic alignment, and transparent career paths within the parent organization can improve retention of the most valuable team members. This isn't to suggest that immediate, complete integration is always the right approach. Preservation strategies make sense in specific scenarios: The LinkedIn take over by Microsoft corporation is the first since the company has been led by CEO ... More Satya Nadella. (Photo by Jaap Arriens/NurPhoto via Getty Images) Microsoft's acquisition of LinkedIn (2016), for example, provides a helpful contrast where preservation has worked well, largely because it met all these criteria. While Skype was primarily a communication tool that competed with Microsoft's offerings, LinkedIn has a strong, distinct brand identity with an established business model and no direct Microsoft equivalent. LinkedIn has been successful due to a clear strategic intent within Microsoft from the outset. For today's leaders guiding a company through a technology acquisition, Skype's journey offers several critical lessons: Evaluate preservation costs accurately: Calculate not just the obvious costs of integration but also the hidden costs of preservation—duplicate efforts, talent uncertainty, and strategic confusion. Recognize emotional attachments: Often, preservation decisions stem from emotional attachments to products and brands rather than clear-eyed business analysis. Challenge these biases explicitly. Set clear timelines: Even when phased integration makes sense, establish specific milestones to provide clarity for team members and the market. Prioritize strategic alignment over structural independence: Ensure the acquisition's objectives clearly align with the parent company's strategy, regardless of reporting structures. Be honest about strategic intent: If the acquisition will eventually be fully integrated, communicate this from the beginning rather than creating false expectations of independence. Microsoft's decision to sunset Skype represents closure for a pioneering communication platform and a powerful case study in M&A integration strategy. The preservation approach that seemed prudent in 2011 ultimately created the conditions that made Skype's retirement almost inevitable. While preservation strategies may provide short-term comfort, Skype's journey demonstrates that early, decisive integration—despite initial disruption—often better serves long-term success. For leaders considering a technology acquisition, Skype's fate offers a valuable opportunity to challenge conventional wisdom about integrations and their timing. Clear strategic purpose and decisive leadership aren't just good integration practices—they're essential for maintaining the very talent and innovation that make acquisitions valuable in the first place.
Forbes
31-03-2025
- Business
- Forbes
Integration Vs. Preservation: Learn From Microsoft's Skype Experiment
Microsoft CEO Steve Ballmer (L) shakes hands with Skype CEO Tony Bates during a news conference on ... More May 10, 2011 to announce Microsoft's acquisition of Skype for $8.5 billion. (Photo by) Microsoft's recent announcement that Skype will be shutting down in May 2025 provides a perfect epilogue to a 14-year journey that began with an $8.5 billion acquisition. As an M&A leadership expert who has guided numerous organizations through complex transitions, I've observed a recurring pattern: the well-intentioned decision to delay full integration of acquired companies to preserve their value often leads to unintended negative consequences. The conventional wisdom—preserve brand equity, retain talent, maintain the innovation culture—sounds logical. Yet Skype's trajectory within Microsoft offers compelling evidence that early, decisive integration may better serve long-term success. In many acquisitions I've advised, someone inevitably argues for maintaining the acquired company's independence: "Let's not disrupt what's working." This preservation mindset seems prudent on the surface—why risk damaging what you just paid a premium to acquire? That certainly was my point of view early in my career. I was a senior marketing executive with digital mapmaker NAVTEQ when Nokia acquired the company in 2008 for $8.1 billion. I firmly believed integration (if there was to be any integration at all) should be delayed. Yet this approach can create a structural limbo that ultimately undermines the very assets the acquirer aims to protect. The acquisition exists within the parent company but remains separate from core operations. This "separate but equal" status gradually erodes as resource allocation decisions, strategic priorities, and talent management inevitably favor internally developed initiatives over the acquired entity. When Microsoft acquired Skype in 2011, it followed the preservation playbook meticulously. Skype maintained its own brand, leadership team, and development priorities while Microsoft simultaneously invested in parallel communication products like Lync. This dual strategy created fundamental organizational confusion: Which product represented Microsoft's "real" communication strategy? Who controlled innovation resources? How should talent navigate career decisions between these overlapping entities? Microsoft Teams launches in 2017 (Photo by Jaap Arriens/NurPhoto via Getty Images) Then along came Teams which added to the confusion. Launched in March 2017 in response to Slack's growing popularity, Teams was conceived not as a standalone product but as an integrated component of Microsoft's productivity ecosystem from day one. Teams strategic clarity offered structural advantages Skype did not have. Teams benefited from executive sponsorship, preferential resource allocation, and seamless integration with Office 365. The fundamental flaw in delayed integration strategies (remember, I was a proponent) is the myth that acquired companies can remain separate but equal within the parent organization. Organizational dynamics simply don't work this way. Resource allocation decisions inevitably flow toward products that align most closely with the parent company's core strategy. In Microsoft's case, Teams' deep integration with Office 365 created natural advantages that Skype—maintained as a somewhat separate entity—did not benefit from. Talent tends to follow where the resources go. The most ambitious employees migrate toward products with the strongest executive sponsorship and clearest growth trajectories. For Skype, this created a gradual talent drain as innovative team members began to realize that Microsoft's strategic future lay with Teams rather than Skype. The costs of delayed integration extend beyond financial metrics. For Skype, these included: The temporary comfort of preservation eventually gives way to the painful reality of marginalization. This points to what I call the Integration Timeline Paradox: delaying integration to minimize short-term disruption often creates greater long-term disruption. Microsoft, which acquired Skype messaging and calling 14 years ago, said it will be retiring it from ... More active duty on May 5 to double down on Teams. (Photo Illustration by May James/SOPA Images/LightRocket via Getty Images) Microsoft's current approach to migrating Skype users to Teams—while necessary and well-executed—represents the culmination of this paradox. A more decisive integration strategy in 2011 might have caused short-term discomfort but could have avoided the "slow death" phenomenon that Skype experienced as Teams gradually eclipsed it in strategic importance. Delayed integration creates prolonged uncertainty that ultimately harms talent retention. Despite the conventional wisdom that preservation protects talent, my experience suggests the opposite is often true. Top performers crave clarity and opportunity. They want to work on products with clear strategic alignment and strong executive sponsorship. The talent exodus from acquired companies often accelerates when employees recognize their "protected" status is actually marginalization in disguise. Ironically, early integration—despite initial disruption—often provides exactly the clarity that top talent seeks. Clear roles, explicit strategic alignment, and transparent career paths within the parent organization can improve retention of the most valuable team members. This isn't to suggest that immediate, complete integration is always the right approach. Preservation strategies make sense in specific scenarios: The LinkedIn take over by Microsoft corporation is the first since the company has been led by CEO ... More Satya Nadella. (Photo by Jaap Arriens/NurPhoto via Getty Images) Microsoft's acquisition of LinkedIn (2016), for example, provides a helpful contrast where preservation has worked well, largely because it met all these criteria. While Skype was primarily a communication tool that competed with Microsoft's offerings, LinkedIn has a strong, distinct brand identity with an established business model and no direct Microsoft equivalent. LinkedIn has been successful due to a clear strategic intent within Microsoft from the outset. For today's leaders guiding a company through a technology acquisition, Skype's journey offers several critical lessons: Evaluate preservation costs accurately: Calculate not just the obvious costs of integration but also the hidden costs of preservation—duplicate efforts, talent uncertainty, and strategic confusion. Recognize emotional attachments: Often, preservation decisions stem from emotional attachments to products and brands rather than clear-eyed business analysis. Challenge these biases explicitly. Set clear timelines: Even when phased integration makes sense, establish specific milestones to provide clarity for team members and the market. Prioritize strategic alignment over structural independence: Ensure the acquisition's objectives clearly align with the parent company's strategy, regardless of reporting structures. Be honest about strategic intent: If the acquisition will eventually be fully integrated, communicate this from the beginning rather than creating false expectations of independence. Microsoft's decision to sunset Skype represents closure for a pioneering communication platform and a powerful case study in M&A integration strategy. The preservation approach that seemed prudent in 2011 ultimately created the conditions that made Skype's retirement almost inevitable. While preservation strategies may provide short-term comfort, Skype's journey demonstrates that early, decisive integration—despite initial disruption—often better serves long-term success. For leaders considering a technology acquisition, Skype's fate offers a valuable opportunity to challenge conventional wisdom about integrations and their timing. Clear strategic purpose and decisive leadership aren't just good integration practices—they're essential for maintaining the very talent and innovation that make acquisitions valuable in the first place.
