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04/10/2025 Genesys Ranked as a Leader in Cloud Contact Center Report by Top Analyst Firm SAN FRANCISCO, April 10, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it was recognized as a Leader in The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025. The Genesys Cloud™ platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria. Forrester evaluated the 10 top CCaaS providers, including Genesys, on strategy and current offering. The report states, “Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform” and “Genesys Cloud CX is a best fit for brands that want a modern, highly scalable platform with advanced AI capabilities.” “We believe our recognition as a Leader by Forrester reflects the strength of our innovative AI strategy and the breadth of our platform’s capabilities,” said Olivier Jouve, chief product officer at Genesys. “With advanced AI at the core of our platform, Genesys is empowering organizations to orchestrate smarter, more connected and personalized customer and employee experiences that drive loyalty in the contact center and beyond.” In an AI-driven future, success hinges on the ability to scale and deliver tailored experiences that meet evolving customer and business needs. As of January 31, 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance customer interactions and drive operational efficiency. According to the report, "Genesys is above par in orchestrating and managing advanced AI capabilities such as genAI and LLMs. Its broad platform includes top-notch tools for agents and supervisors, including workforce management and quality management capabilities. The Genesys Cloud architecture is flexible, reliable, and scalable, which improves the performance of large global contact centers.” The Forrester Wave evaluation assesses the top vendors in the market and requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos and/or discussions with client references. See the Forrester Wave graphic and access your complimentary copy of The Forrester Wave™: Contact-Center-As-A-Service, Q2 2025. Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. 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  Lauren Baca, Genesys lauren.baca@genesys.com

04/02/2025 Genesys Customers Continue to Extend Cloud and AI Capabilities to Realize New Levels of Experience Orchestration in Fiscal Year 2025  Genesys Cloud ARR reached nearly $1.9 billion in the fourth quarter and NRR exceeds 120% for the last 12 fiscal quarters   San Francisco, April 2, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $1.9 billion annual recurring revenue (ARR)i during the fourth quarter of the company’s fiscal year 2025 (Nov. 1, 2024 – Jan. 31, 2025). Demand for Genesys Cloud AI continued to drive momentum, representing more than 10% of the platform’s new business for the full fiscal year. Genesys Cloud net revenue retention (NRR)ii exceeded 120% for the last 12 fiscal quarters, demonstrating customers’ continued expansion in use of the Genesys Cloud platform to achieve new levels of experience orchestration.   As of January 31, 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance consumer interactions and drive operational efficiency. During the fiscal year, companies embraced the efficiency and effectiveness of Genesys Cloud Agent Copilot capabilities for real-time agent support, with customer adoption in fiscal year 2025 growing nearly 4X year-over-year. Genesys Cloud AI detected more than 700 million displays of agent empathy across consumer interactions during the fiscal year, giving organizations greater insights into employee behavior and development opportunities to optimize experiences.   In the same period, the volume of self-service conversations powered by the Genesys Cloud platform increased more than 150% year-over-year as consumers engaged with automated options to receive efficient, personalized support. Continuing its history of innovation, Genesys released over 150 new AI features during fiscal year 2025, a more than 2X increase year-over-year, to help enable organizations to provide more seamless customer experiences across all channels and increase their ROI.  “AI is a transformative technology that is reshaping customer connections and providing organizations opportunity to deliver significant business value,” said Tony Bates, chairman and CEO of Genesys. “Enterprises continue to select Genesys as their strategic platform for experience orchestration to create personalized, end-to-end customer experiences that can increase customer loyalty and retention, while boosting operating efficiency.”  Enabling Customer Success  During the company’s fiscal year 2025, more than 850 new organizations turned to Genesys Cloud for its leading AI-Powered Experience Orchestration capabilities. Additionally, during the fiscal year, the company reached more than 200 joint wins of CX Cloud from Genesys and Salesforce since the solution launched. As of January 31, 2025, more than 6,500 organizations around the world, including Uber, Prudential Financial, Global Payments, Rabobank, Purdue University, San Diego Humane Society, Indiana Department of Workforce Development, Toyota Deutschland, Banco de Crédito e Inversiones S.A. (BCI) and Lifeline use Genesys Cloud to elevate their customer and employee experiences at scale.   Highlighted customer success includes:  North America   DIRECTV, a leader in sports and entertainment television distribution for over 30 years, set out to enhance its virtual assistant and predictive routing strategy for customer assistance to create more efficient and seamless interactions. Through enhancements in intent modeling, authentication and routing, the company saw an 80% improvement in virtual assistant containment and reduced average handle times.  The Salvation Army, one of the world’s largest and oldest social service organizations, provides critical assistance to over 23 million Americans each year, addressing poverty, addiction and economic challenges through 7,600 centers nationwide. By adopting the Genesys Cloud platform to handle over 50,000 inquiries across multiple channels per month, the organization has enhanced operational efficiency. This improvement has decreased average answer rates from 63 seconds to 38 seconds, enabling faster support for individuals in need.   Europe, the Middle East and Africa  Winston’s Wish, a childhood bereavement charity that reaches and impacts the lives of over 80,000 bereaved children and young people in the UK each year, has chosen CX Cloud from Genesys and Salesforce to transform its services. Winston’s Wish plans to adopt new channels to reach more children and young people with support from volunteers and staff who are empowered with new AI-powered features.   Computacenter, a multinational technology and services provider headquartered in the UK, reached a key milestone by successfully implementing Genesys Cloud across its international client base. By embracing AI-led innovation, Computacenter delivers superior employee experiences alongside cost efficiency and environmental sustainability — aligning with its purpose of helping customers change the world.  Asia-Pacific  Alinta Energy, one of Australia’s largest energy retailers and generators, providing electricity and gas to more than 1.1 million homes and businesses in Australia and New Zealand, evolved to Genesys Cloud. With Genesys Cloud Predictive Engagement, Web Messaging and Virtual Agents, the company drove a 3X increase in digital engagement.   Maxicare, a leading healthcare provider in the Philippines, has transformed its customer experience with the Genesys Cloud platform, reducing call abandonment rates by 73%. Maxicare plans to integrate Genesys Cloud Agent Copilot, enabling agents to quickly retrieve policy details and provide faster, more accurate responses. This transformation is a key milestone in its journey toward an omnichannel future and delivering seamless, personalized support at every stage of the patient experience.  Latin America  Neo, a leading Brazilian technology company specializing in customer experience, cybersecurity and digital platforms, empowers businesses to deliver seamless, personalized customer interactions through scalable and innovative solutions. By adopting Genesys Cloud, Neo is driving operational excellence and delivering more personalized, efficient interactions that elevate customer satisfaction and brand loyalty.   RedSalud, Chile’s largest private healthcare provider, has achieved significant milestones in its digital-first transformation through the power of the Genesys Cloud platform. By integrating AI-powered chatbots, Genesys Cloud Agent Copilot and Workforce Engagement Management, RedSalud is modernizing and streamlining the customer experience. These advancements have resulted in a 20% increase in unique patient bookings, a 30% reduction in contact center costs, and notable improvements in customer satisfaction and Net Promoter Score.   Industry Recognition  Genesys continued to be recognized for its innovation in the cloud, AI and experience orchestration. Notably, Genesys was recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Serviceiii, making Genesys a 10-time Magic Quadrant Leader in that category. Additionally, Genesys was positioned by clients as a Strong Performer in the 2024 Gartner Peer Insights™ Voice of the Customer for Enterprise Conversational AI Platforms.iv Reinforcing the strength of Genesys Cloud AI, IDC positioned Genesys as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessmentv and the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessmentvi.        Genesys continued to be recognized for the strength of its culture, earning Great Place to Work ® certification across 14 countries. Additionally, the company’s activities and commitment to driving a more sustainable future earned a third consecutive Gold Medal ranking from EcoVadis, the leading sustainability intelligence platform for global supply chains. Genesys was also named Customer Experience Partner of the Year (Technology) by Amazon Web Services (AWS) for the second consecutive year, included as a leading channel-focused cloud company in the CRN Cloud 100 and recognized for the Best Innovation in Customer Experience at Enterprise Connect 2024, in addition to other honors.      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.  Janelle Dickerson Janelle.Dickerson@Genesys.com   Method Communications Genesys@Methodcommunications.com   i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four  ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period   iii Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024  Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.  iv Gartner, Voice of the Customer for Enterprise Conversational AI Platforms, Peer Contributors, 29 Nov 2024  Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.  GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT and PEER INSIGHTS is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.  v IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc # #US52047824, December 2024  vi IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024     

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).