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11/19/2024 Clearwater Utility Services Set a New Standard with Genesys Cloud, Ensuring Resilience and Exceptional Customer Support During Hurricane Season  Evolving to Genesys Cloud leads to over 100% improvement in call answer rates and zero staff turnover  San Francisco, Nov. 19, 2024 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and the City of Clearwater announced today that the city’s Utility Customer Service Division has undertaken a significant transformation in how it delivers utility services to its residents, resulting in substantial improvements in both customer satisfaction and employee morale. Since upgrading to the Genesys Cloud™ platform, it has achieved remarkable improvements in performance metrics. Answer rates surged from 47% to as high as 98% within just two weeks of implementation — a critical transformation that ensured the right systems were in place ahead of hurricane season.  Set in Florida’s Tampa Bay, the City of Clearwater provides a wide range of quality, cost-effective public services to meet the needs of more than 117,000 residents and 14 million visitors annually. Prior to implementing Genesys Cloud, the city had a legacy phone system that left callers with no idea about wait times and had ineffective reporting, quality assurance and recording tools that did little to inspire employees.   By embracing modernization and digital transformation, the City of Clearwater was well-equipped to manage this year’s hurricane season. As residents prepared for Hurricanes Helene and Milton, many chose the convenience of having the city’s agents call them, rather than waiting on hold, resulting in a more than 175% spike in callback volume. This helped keep the lines clear for more urgent customer needs and keep hold times down from prior months. Despite the surge in demand, agents were able to continue providing excellent service, reinforcing the city’s commitment to residents during critical times.   “Before modernizing our systems, more than half of our callers were frustrated that they were dropping before ever getting help,” said Amy Sessions, customer service division manager at the City of Clearwater. “With the addition of Genesys Cloud, abandoned calls have nearly disappeared, creating a more positive experience for our customers and an empowering environment for our team. The record call volumes during Hurricanes Helene and Milton proved how essential these improvements were in managing crises smoothly and effectively, helping address issues before they impacted service quality.”   Upon its move to modernize its utility services systems with Genesys Cloud, the City of Clearwater experienced a 16-fold reduction in abandoned calls — dropping from 53% to just 3% — and an average speed of answer that’s now 82% faster than neighboring utility providers. The impact of these improvements is far-reaching, with customer complaints significantly decreasing and overall service levels holding steady at 85% over the past 10 months, 8% higher than they were with the legacy system.  In addition to improving the customer experience, the City of Clearwater is committed to creating a safe and positive environment for employees, enabling them to serve citizens with passion, empathy and kindness. The adoption of the Genesys Cloud platform has empowered supervisors with advanced tools to support live conversations, rebalance resources, and access high-quality call and screen recordings, further enhancing the efficiency and effectiveness of the service division. As a result of these initiatives, employee positivity has surged, and turnover rates have plummeted from 40% to nearly zero, far exceeding the industry standard of 30% to 45%. Through happier, more tenured employees, the company has driven a significant reduction in complaint emails and calls, underscoring the widespread impact across the business.   “The City of Clearwater’s success story exemplifies the transformative power of the Genesys Cloud platform in public service and underscores the importance of city services to its people, particularly in times of crises,” said Olivier Jouve, chief product officer at Genesys. “Interruptions in utility services can have major implications on people’s lives. Being able to quickly connect to help and successfully navigate an issue is imperative. By prioritizing both customer and employee experiences, the City of Clearwater has set a new standard for public utilities, showcasing the importance of innovation and technology in delivering exceptional service.”  Looking ahead, the City of Clearwater is poised to continue its innovation journey with plans to enhance email management, improve the website experience and introduce AI-driven solutions, including chatbots and real-time agent support with Genesys Cloud Agent Copilot to further elevate its customer service.    Read more about the City of Clearwater story here.   To donate in the aftermath of Hurricanes Helene and Milton, visit https://www.volunteerflorida.org/donatefdf/    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.    © 2024 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.    CONTACTS  Kelley Crane, Genesys  Kelley.crane@genesys.com    Method Communications  genesys@methodcommunications.com  

10/30/2024 Genesys Named a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service for 10th Consecutive Year Genesys positioned highest for Ability to Execute Genesys ranked highest in three of five Use Cases in Gartner Critical Capabilities report SAN FRANCISCO, October 30, 2024  —  Genesys®, a global cloud leader in AI-powered experience orchestration, has been positioned by Gartner, Inc., as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service for its Ability to Execute and Completeness of Vision. This marks the 10th year Genesys was named a Magic Quadrant Leader. With this latest report, Genesys has been positioned the highest in Ability to Execute for the last four consecutive years. The company credits this recognition to its Genesys Cloud™ experience orchestration platform, which offers expansive global availability; a robust partner and developer ecosystem; and advanced native AI, journey analytics, automation and workforce engagement management capabilities. Through its continual innovation, ease of use and composability, Genesys Cloud is trusted by more than 6,000 organizations worldwide to drive customer loyalty and deliver superior end-to-end experiences. “We believe this consistent recognition from Gartner reflects our commitment to enabling diverse organizations to accelerate their cloud evolution and drive key outcomes with AI,” said Olivier Jouve, chief product officer at Genesys. “The Genesys Cloud platform equips brands to deliver personalized, seamless customer experiences and improve efficiency by easily connecting channels, data, systems and teams. Our rapid pace of innovation is empowering both large multinational enterprises and small to mid-sized businesses with the foundation they need to differentiate and succeed.” Genesys was also recognized in the Gartner Critical Capabilities Report, where the company is the highest-ranked vendor in three of five Use Cases. Genesys received the highest scores for Customer Engagement Center (4.04/5), Agile Contact Center (3.97/5) and Global Contact Center (4.14/5). The company received the second highest scores in the remaining two, High-Volume Customer Call Center (3.95/5) and Digital Customer Service Center (3.83/5).  Genesys attributes its recognition across all five Use Cases to its ability in meeting the diverse needs of organizations, regardless of size, complexity or geography. "Our industry position is further reinforced by our established customer and partner relationships, global presence, and the security, scalability and reliability of the Genesys Cloud platform,” added Jouve. “Through our AI-powered experience orchestration capabilities, Genesys is helping businesses solve real-world challenges and achieve impactful results.” [1] Gartner describes Leaders as "suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces." Gartner Disclaimer 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. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. [1]Source: Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024 Gartner, Critical Capabilities for Contact Center as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024 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. © 2024 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 Lauren Baca, Genesys lauren.baca@genesys.com Method Communications genesys@methodcommunications.com

10/21/2024 Genesys Announces Confidential Submission of Draft Registration Statement Related to Proposed Initial Public Offering SAN FRANCISCO — Oct. 21, 2024 — Genesys Cloud Services Topco LLC (“Genesys”) today announced that it has confidentially submitted a draft registration statement on Form S-1 with the U.S. Securities and Exchange Commission (the “SEC”) related to the proposed initial public offering of its common stock. The number of shares to be offered and the price range for the proposed offering have not yet been determined. The initial public offering is subject to market and other conditions and the completion of the SEC’s review process. This press release does not constitute an offer to sell or the solicitation of an offer to buy any securities. Any offers, solicitations or offers to buy, or any sales of securities will be made in accordance with the registration requirements of the Securities Act of 1933, as amended (the “Securities Act”). This announcement is being issued in accordance with Rule 135 under the Securities Act. Media Contacts Janelle Dickerson Janelle.Dickerson@Genesys.com Method Communications Genesys@Methodcommunications.com

10/15/2024 Modivcare Boosts Health Care Experiences with Genesys Cloud AI Technology-enabled healthcare services company orchestrates seamless digital self-service for its 34 million members and improves employee engagement with the Genesys Cloud platform SAN FRANCISCO, October 15, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, announced Modivcare, a top provider of non-emergency medical transportation (NEMT), monitoring and personal in-home care, is transforming support for its 34 million members with the Genesys Cloud™ platform.  To execute its digital-first strategy, Modivcare turned to the AI-powered experience orchestration capabilities of Genesys Cloud. Today, Genesys Cloud supports Modivcare teammates who efficiently and securely manage 2.2 million monthly calls and email and messaging conversations through a single unified desktop. With a goal to elevate member and teammate experiences, Modivcare sought to improve the effectiveness of its human- and bot-assisted services and modernize workforce engagement management (WEM) for 2,600 contact center advisors. Increasing Access to Care with AI-Driven Self-Service To assist with medical transportation inquiries, Modivcare deployed Genesys Cloud voicebots and chatbots integrated with web messaging for seamless self-service. Members can use bots to schedule transportation, change or confirm their reservation, seek ride assistance, ask for mileage reimbursements and more. Now, 63% of members engage with chatbots for routine support, enabling Modivcare teammates to focus on high-touch interactions and escalations. “We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure data security and quality performance at scale,” said Heath Sampson, president and chief executive officer of Modivcare. “This is a difference-maker for our members, granting them access to care at the level that best serves them.” Smarter Workforce Engagement to Enhance the Human Touch With Genesys Cloud Workforce Engagement Management, Modivcare benefits from advanced quality management tools, speech and text analytics, and gamification to help keep its teammates engaged so they can deliver cohesive member experiences. Previously, 65% of IT tickets were related to the limitations of its legacy workforce management solution. After evolving to Genesys Cloud WEM, Modivcare decreased IT-related tickets by 50%. Modivcare is seeing a huge upswing in its member and teammate experience indicators after embarking on its contact center transformation with Genesys Cloud. This includes a 31% reduction in average speed of answer and abandonment rates. Service levels and quality scores have risen by 5%, with occupancy rates up 3%.  The company also saw an 86% increase in teammate retention. These results are positively impacting front-line services such as scheduling member transportation. Additionally, Modivcare teammates are now better equipped to prevent late arrivals and drive out fraudulent claims, waste and abuse within the health care industry. “With Genesys, we’ve elevated our ability to deliver connected and personalized experiences that scale empathy for our members,” said Sampson. “By focusing on innovation and modernizing our systems, our teammates are working more efficiently to provide the human element where it matters most.” Read the Modivcare case study to learn more about the company’s transformation with Genesys. 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. About Modivcare Modivcare Inc. (Nasdaq: MODV) is a technology-enabled healthcare services company that provides a platform of integrated supportive care solutions for public and private payors and their members. Our value-based solutions address the social determinants of health (SDoH), enable greater access to care, reduce costs and improve outcomes. We are a leading provider of non-emergency medical transportation (NEMT), personal care and remote patient monitoring. To learn more about Modivcare, please visit www.modivcare.com. Media Contacts Lauren Baca, Genesys lauren.baca@genesys.com Method Communications genesys@methodcommunications.com