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03/25/2025 Genesys Expands the Customer Engagement Continuum with Social Listening Genesys Cloud Social unlocks real-time insights from social media, fueling AI-driven, end-to-end, personalized customer experience orchestration  SAN FRANCISCO, March 25, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud Social to help organizations use social media channels to learn more about their customers and engage with them in new ways. By adding broad public social media listening, the company expands the Genesys Cloud™ platform’s existing capabilities beyond direct messaging to unlock deeper understanding of consumer sentiment that can inform and enrich every interaction. Organizations can unify customer insights across voice, digital and social media channels, giving them more context and control to orchestrate proactive and personalized end-to-end customer experiences.  Social media channels have become an increasingly crucial and largely untapped opportunity for organizations to build relationships with their customers. According to a survey Genesys conducted in 2024, 52% of consumer respondents who have shared about a negative service interaction on social media say it was to prompt direct attention from the brand for help resolving their problem. Yet, many organizations manage social media engagement outside of the contact center and lack the infrastructure to bring this channel together with other modes of communication, resulting in siloed customer data and disconnected journeys.   With native social media listening and sentiment analysis now embedded in Genesys Cloud, organizations have new levels of visibility into what consumers are saying about them online and they gain the ability to interact, resolve issues and manage their reputations in real time. Numerous existing Genesys Cloud customers, including Almosafer and Sistecredito, recognize the positive impact that can come from the expanded social media capabilities now available as a result of the Genesys acquisition of Radarr Technologies last year.   Tapping into Social Media for a Dynamic View of Customers  Genesys Cloud Social captures public social media posts and mentions from popular social networks, such as Facebook and X, collecting insights from keywords, accounts and hashtags all in one place. Sentiment analysis through natural language processing across nearly 50 languages helps to identify and classify posts as positive, negative or neutral — enabling organizations to keep a pulse on their customers and brand’s reputation. Genesys Cloud then uses these social media insights, including consumer attitudinal, sentiment and interaction data, as a critical source for Genesys Cloud AI, fueling the platform’s 360-degree customer view to empower rich contextual engagement that drives loyalty and differentiation.  Genesys Cloud Social works seamlessly with Genesys Cloud AI to help organizations manage customer interactions on both public and private social media channels, enabling them to analyze data, automate tasks and summarize interactions. For consumer interactions that need a human touch, agents can reply via the same Genesys Cloud interface, routing and queue approach they use for other voice and digital interactions, enhancing efficiency and accelerating resolution.   “With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points, giving organizations more visibility into how consumers think and feel before they ever reach a contact center,” said Olivier Jouve, chief product officer at Genesys. “These real-time insights not only enrich customer interactions but also fuel Genesys Cloud AI, further strengthening our ability to help organizations personalize experiences at scale. This can be a game-changer for organizations looking to unify engagement, deepen customer relationships and differentiate their brands in an increasingly digital world.”  Genesys Cloud Social is now available with the AI Experience token model that allows organizations the flexibility to use AI to meet their evolving business needs. The new Genesys Cloud CX 4 package, which offers organizations more AI experience at the best value, includes 30 AI Experience tokens and Agent Copilot for each user and Journey Management for the contact center.  Genesys Cloud Social for Facebook and X will be generally available globally by the end of March 2025. Support for Instagram and Open Messaging, which will enable virtually any social channel — even if not natively supported — will follow soon after. For more information on Genesys Cloud Social, visit genesys.com.    About Genesys    Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.     © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.      Media Contact   Marielle Sedin  Marielle.sedin@genesys.com 

03/17/2025 Genesys Launches AI for Supervisors to Boost Efficiency, Employee Performance and Customer Experiences   Expanded AI capabilities in Genesys Cloud empower supervisors with real-time insights, automation and smarter decision-making  San Francisco, March 17, 2025 – Today at Enterprise Connect 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced a suite of Genesys Cloud™ AI capabilities designed to empower supervisors. These innovations help organizations navigate the future of work both within and beyond the contact center. As enterprises worldwide are looking for efficiency and scale, Genesys is enabling organizations to expand automation and augment employee performance for improved customer experiences, operational productivity and business impact.   With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organizations can automate routine tasks and provide managers the support and insights to accelerate speed, improve work quality and increase overall effectiveness. The capabilities offer organizations real-time assistance to analyze data, train employees, oversee processes and handle critical business operations.  Genesys estimates that it’s possible to see a 40% reduction in quality evaluation time, 25% reduction in multilingual evaluations and 38% decrease in quality management administrative costs through utilization of these Genesys Cloud AI capabilities for supervisors, providing an opportunity for significant operational gains.i  According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology.  “Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. "Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences."  Augmenting Performance for Greater Impact with Supervisor Copilot   Supervisor Copilot, the latest addition to the Genesys Cloud Copilot suite, builds on last year’s launch of Genesys Cloud Agent Copilot to streamline contact center operations. These AI-driven copilots reduce manual workloads, uncover insights and enhance business outcomes.  Acting as a sidekick for managers, Supervisor Copilot provides prescriptive support for quality assurance, compliance and coaching. Powered by generative AI, it automatically summarizes interactions, allowing supervisors to quickly review and make informed decisions. With advanced quality and conversational intelligence, Supervisor Copilot strengthens compliance and effectiveness across both human and AI-led interactions, sharing context, identifying issues and uncovering opportunities to improve the customer experience.  Automating Tasks for Greater Productivity with Virtual Supervisor   Using large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an interaction, saving time, increasing efficiency and ensuring comprehensive review capabilities. This automation gives managers deeper visibility into agent performance, behaviors and skills through structured insights that inform decision-making.  Managers configure the level of automation and oversight, including the criteria assessed and whether to accept its recommendations, ensuring that Virtual Supervisor aligns with organizational policies, regulatory requirements and operational goals. This enables managers to move beyond limited quality control to drive performance at scale.  Available as optional configurations in Genesys Cloud, organizations can choose to start using Supervisor Copilot and Virtual Supervisor now. The capabilities work seamlessly with all native Genesys Cloud offerings, including conversational AI, event data and journey management, to deliver more contextual customer engagement. By continuously sharing data across both human and AI-led interactions, these innovations don’t just improve independently; they get better together over time, delivering greater business value.  Genesys Cloud AI capabilities for supervisors already powers a variety of use cases with more coming in the future. A few examples of how organization can leverage these capabilities include:   AI translate: Supervisors don’t need to be multilingual to make an impact. AI translates interaction details, including full transcriptions and summaries, across more than 70 languages for easy analysis and rich context.  AI summary: AI summary helps streamline interaction reviews by automatically transforming conversation data into clear, concise, and actionable summaries. By contextualizing details, it captures key points and essential insights from both customers and agents. This generative AI capability enhances workflows, reduces review time and enables faster, more informed decision-making.   AI scoring: AI scoring can help managers automate quality evaluations, providing faster, less biased and more consistent assessments. AI scoring reviews every interaction, flagging those that need attention and eliminating the limitations of manual sampling, helping supervisors improve efficiency and performance improvements.  “As organizations navigate the future of AI, Genesys Cloud can help them stay ahead by augmenting human potential with deeper insights and automation,” said Olivier Jouve, chief product officer at Genesys. “Through our suite of AI for supervisors, we’re enhancing customer experiences and redefining how work gets done. With real-time intelligence and greater efficiency, organizations gain macro-level understanding for strategic management and micro-level precision to improve interactions so they can accelerate business value and operational excellence at scale.”  Flexible AI Pricing for Scalable Growth  Genesys Cloud AI for supervisors has a flexible AI token pricing model that enables organizations to scale and adapt usage seamlessly. This approach allows for the rapid onboarding of users and functionalities while dynamically allocating tokens to meet evolving business needs, optimizing both costs and operations.  For more information on Genesys Cloud AI for supervisors, please visit the Genesys booth 1119 at Enterprise Connect 2025 or the Genesys blog.  About Genesys  Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud™, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.  © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.    Media Contact  Marielle Sedin  Marielle.Sedin@genesys.com    i Estimates are based on existing Genesys Cloud Copilot functionalities, which are the foundation for these supervisor functionalities; benchmarks of current workload these functionalities can alleviate; and the average cost and time required for the manual processes of these activities, depending on the quantity of supervisors (two supervisors) and interaction volume, plus best practices for mandatory evaluations (five interactions per agent per month). 

03/13/2025 Genesys Research Finds Consumers Believe AI Will Improve Customer Experience and Businesses Are Rising to the Opportunity Nearly two-thirds of consumers surveyed see AI’s potential to increase the quality and speed of customer service SAN FRANCISCO, March 13, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Notably, nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years. The good news is that organizations are focusing on the integration of AI into their CX strategies to close the gaps between the experiences they’re delivering today, and the services consumers want. For today’s CX leaders, the potential for AI to transform how their organizations engage with customers is front and center, demonstrated by the 42% who cited increasing the use of AI to improve experiences as a top priority in the survey. For many companies, AI has become so important, they’re investing a whopping 33% of their CX-related spend toward the technology in the coming year. Nearly half (46%) of CX leaders surveyed are investing in AI solutions like copilots and real-time coaching that can help improve the employee experience, which 26% of CX leaders consider critical to ensuring they meet their strategic CX goals. “Consumers are encouraged by the role AI can play in giving them better customer experiences,” said David Norrie, senior vice president at Genesys. “As organizations continue investing in automation and AI to boost efficiency, they can’t risk missing the bigger picture: Customers want companies to solve their problems quickly and with empathy. This report underscores the opportunity for organizations to use AI to improve their customer relationships through better understanding their customers and to provide faster, more memorable experiences regardless of the channel.” Failing to deliver on what consumers believe to be a good experience can have significant impact on an organization’s bottom line: More than half (53%) of consumers surveyed said they will abandon a favorite brand after experiencing as few as two poor interactions. In fact, 30% of those surveyed admitted that they stopped doing business with a company in the last year after a bad experience. With 41% of CX leaders surveyed citing keeping pace with consumers’ rising expectations as their greatest challenge, harnessing AI to improve customer experiences is a business imperative. Other Key Findings: Customers’ Expectations Are Reasonable — Their Hold Times Are Not Regardless of the channel, 86% of consumers surveyed expect to connect with an agent within one to 10 minutes. Unfortunately, over 60% say they’ve waited 15 to 60-plus minutes in the past year. And organizations are underestimating the problem. CX leaders surveyed believe long wait times (10-plus minutes) occur only 10% of the time, illustrating a discrepancy between perception and reality. This suggests that organizations aren’t fully aware of the day-to-day customer experience and the frustrations long wait times cause. First-Contact Resolution Is More Important Than Ever Consumers surveyed ranked first-contact resolution as the most valued aspect of a service interaction, yet CX leaders surveyed ranked it ninth. This highlights a disconnect between customer expectations and business priorities. Only 32% of CX leaders surveyed say their organizations currently track first-contact resolution, despite its potential impact on customer satisfaction and retention. Implementing a measurement strategy for first-contact resolution is a crucial first step for organizations to better understand customer needs, identify service gaps and take meaningful action to improve the overall customer experience. Personalization Drives Loyalty, but the “Privacy Paradox” Remains Seventy-seven percent of consumers surveyed are more likely to recommend a brand that consistently provides personalized service, and nearly three-quarters say they’d buy more from brands that do. Nearly 50% of consumers surveyed want agents to have access to their data to improve personalization, with nearly 70% reporting they get irritated or frustrated when they don’t. This demonstrates consumers’ preference for personalization and willingness to share data with the proper transparency and controls in place. Among the organizations that haven’t yet transitioned their CX capabilities fully into the cloud, 56% of CX leaders surveyed plan to do so within the next two years, recognizing it as a vital step toward enabling AI-driven personalization at scale. Customers Want Seamless Omnichannel Experience — But Organizations Are Lagging Ninety-seven percent of consumers surveyed prioritize seamless omnichannel experiences (e.g., communicating across social channels, chat, phone, etc.), and they expect the ability to transition effortlessly between channels without having to repeat themselves. Only 16% of CX leaders surveyed say their organizations provide fully integrated omnichannel experiences, despite 86% of CX leaders surveyed recognizing the importance of this. This gap highlights a major opportunity for organizations to better align their investments with customer expectations to eliminate frustration.   To learn more about the insights, read the full report here.   Methodology: Genesys worked with an independent research firm to survey 5,157 consumers and 1,181 CX decision-makers in more than 16 countries. The survey was conducted in September and October of 2024. Among the business respondents, the industries represented were airlines, automotive, banking, government, healthcare, insurance, manufacturing, media and entertainment, professional services, retail, travel and hospitality, technology, telecommunications, and utilities. About Genesys  Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud™, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contacts Carlee Wendell Carlee.wendell@genesys.com Method Communications genesys@methodcommunications.com 

03/11/2025 Genesys and TeKnowledge are Paving the Way to Transform AI-Driven Customer Experiences on a Global Scale  New go-to-market relationship to help organizations realize enhanced business value through advanced AI capabilities, seamless adoption and continuous optimization    SAN FRANCISCO and COLORADO SPRINGS, COLO., March 11, 2025  – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and TeKnowledge, a global company providing expert technology services for AI, Customer Experience and Cybersecurity, today announced a strategic go-to-market relationship. The companies are working together to help organizations drive long-term business success through seamless adoption of secure, scalable and flexible AI-first customer experience (CX) solutions.    Through the collaboration, organizations can accelerate their cloud transformation using the advanced customer and employee experience capabilities of the Genesys Cloud™ platform with embedded AI, continuous innovation and global scale, combined with the expertise of TeKnowledge in advisory and professional services, digital skilling, adoption, and managed services.  “We’re working with Genesys because of its strong focus on innovation, customer-centricity and a clear vision for the future of AI — making them the ideal partner for enterprises looking to modernize CX with confidence through advanced experience orchestration. Genesys has built a partner model that drives greater value for everyone involved, providing the tools, support, and flexibility needed to create real impact — whether it’s accelerating AI adoption, strengthening security, or equipping teams with the right skills for the future," said Aileen Allkins, President and CEO of TeKnowledge.   “TeKnowledge stands out for its customer-focus and deep experience helping companies reliably navigate the complexities of moving from legacy on-premises systems to a future of innovation in the cloud,” said Larry Shurtz, chief sales officer of Genesys. “Its expertise in AI, cybersecurity, and professional, skilling and managed services helps us enhance the value we provide to Genesys Cloud customers, making adoption smoother and ongoing improvements easier."  Trusted by businesses of all sizes in over 100 countries, Genesys delivers industry-leading AI and digital solutions through Genesys Cloud that enable organizations to scale personalized, end-to-end customer experiences. With AI everywhere powering omnichannel engagement, intelligent routing, built-in workforce engagement and end-to-end journey management, Genesys Cloud provides organizations a single, secure and scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI.   Organizations can leverage TeKnowledge’s 19+ global hubs and 6,000+ experts, ensuring a standardized, scalable approach to AI-powered CX transformation. TeKnowledge’s professional and managed services bridge the gap between vision and execution, aligning CX innovation with enterprise change management, security, and adoption to deliver measurable business impact and long-term success.   Together, TeKnowledge and Genesys are working to redefine CX by combining powerful technology with structured adoption strategies, helping enterprises move beyond deployment to fully operationalize AI, automation and workforce skilling to accelerate value.  “Reaching the full transformational potential of an AI-driven customer experience portfolio is a journey for enterprises that requires leveraging the deep expertise of valued partners,” said Bernie Arnason, industry director, ICT of Frost & Sullivan. “By combining the industry-leading cloud and AI capabilities of Genesys with TeKnowledge’s vast experience in advisory, professional and managed services, organizations can accelerate this transformation with confidence. This collaboration ensures businesses have the strategic guidance, security and scalability needed to drive long-term success in an evolving digital landscape.”  Learn more about how TeKnowledge and Genesys are transforming AI-driven customer experiences on the TeKnowledge blog.  ________________   About Genesys  Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.  © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.  About TeKnowledge   Founded in 2010, TeKnowledge provides expert technology services for AI, Customer Experience and Cyber Security that empower businesses and governments through technology. With a deep expertise, strong customer and people centric focus, and strategic partnerships, TeKnowledge has grown organically into a trusted partner for enterprises and governments worldwide across 19+ global hubs, supported by a team of 6000+ experts. Through its comprehensive services approach—spanning Advisory & Professional Services, Skilling & Adoption and Managed Services—TeKnowledge ensures seamless technology adoption and continuous progress for its customers. Visit www.teknowledge.com.  Media Contacts:  Genesys   Marielle Sedin   Marielle.Sedin@genesys.com     TeKnowledge: Iman Ghorayeb iman.ghorayeb@teknowledge.com