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12/12/2024 Organizations Continue to Choose Genesys Cloud AI to Transform Customer and Employee Experiences in the Third Quarter of Fiscal Year 2025  Genesys momentum fueled by increased customer demand for AI capabilities  SAN FRANCISCO, Dec. 12, 2024 —  Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced that the Genesys Cloud™ platform reached nearly $1.8 billion annual recurring revenue (ARR)i during the third quarter of its fiscal year 2025 (Aug. 1 – Oct. 31, 2024). With more than 40% year-over-year growth, Genesys Cloud ARR grew at an accelerated rate from the second quarter of fiscal year 2025. Genesys Cloud net revenue retention (NRR)ii surpassed 120% for the 11th quarter in a row, demonstrating continued expansion by existing customers. Genesys Cloud AI represented more than 10% of the platform’s new business during the first nine months of fiscal year 2025, as organizations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.     The customer experience (CX) industry is undergoing a significant period of transformation, as organizations shift to the cloud to take advantage of its flexibility, resilience and ease of innovation. This transformation comes as organizations grapple with a future driven by AI, where success is dictated by their ability to rapidly evolve, scale and tailor differentiated experiences built around the changing needs of their customers and business. With Genesys Cloud AI, organizations can move beyond automation and orchestrate experiences that reshape customer and employee engagement.   More than 6,000 organizations have turned to Genesys Cloud to elevate their customer and employee experiences to new heights, including AAA Life Insurance Company, Bradesco Seguros, Enablx, ESPN, Greenpeace Africa, IBEX, Indiana University Health, MAF Carrefour, Michigan State University, Pizza Pizza, Raízen, Vitamin Shoppe, Vodafone Greece and more.  As consumers increasingly expect to interact with brands seamlessly across channels, the number of Genesys Cloud customers during the third quarter using native digital bots increased nearly 90% year-over-year, while the quantity of native digital bot conversations increased 4X year-over-year. Additionally, the amount of Genesys Cloud Agent Copilot summaries generated during the third quarter increased more than 20X year-over-year with organizations seeking to enable their employees with generative AI-based tools to drive efficiency and performance.  Highlighted customer stories include:  ESPN Fan Support addresses tens of thousands of calls every month from fans eager to access live sports and play the fantasy games they enjoy. The reliability of service is paramount to supporting the high volume of contacts the organization receives every day. Genesys Cloud provides the network needed to care for all ESPN fans, at the speed of live.    Butterball, the best known and most lovediii brand of turkey in the US, is committed to helping people pass love on. Its iconic Turkey Talk-Line uses the Genesys Cloud CX® solution to provide seamless support for Thanksgiving holiday hosts. With features like advanced analytics, CRM integration and callback options, Butterball delivers a faster and more responsive experience, empowering its experts to make each interaction smoother and more satisfying.   IONOS Group, a leading global web hosting company, uses Genesys Cloud Predictive Engagement to drive a 68% improvement in sales conversions through chat, resulting in a 29% increase in revenue per visit. Additionally, with the tailored and targeted engagement capabilities of the solution, IONOS increased efficiency by reducing the overall number of chat pop-ups by 60%.   Siam Commercial Bank (SCB), the first commercial bank in Thailand, has significantly enhanced its customer experience by implementing Genesys Cloud CX. By leveraging Genesys, SCB has realized ROI from optimized operations and improved service-level tracking, achieving a 50% reduction in repeat calls, a 25% drop in average wait time and a 3% cut in handling time per agent. These advancements have bolstered customer satisfaction and solidified the bank’s position as a leader in Thailand’s banking industry.   Narayana Health, one of India’s leading healthcare providers, revolutionized its patient experience by deploying Genesys Cloud. With over 50,000 calls daily, this unified solution has enabled Narayana Health to reduce its average handle time by 15%, provide faster response times and enhance scalability to meet evolving patient needs. Using Genesys, Narayana Health has streamlined workflows; improved operational efficiency; and continues to deliver personalized, high-quality care to over 4.2 million patients annually.    eir, the largest telecom provider in Ireland, is elevating customer and agent experiences by deploying Genesys Agent Copilot. Through features like knowledge article recommendations, generative AI call note summarization and wrap-code predictions, eir has successfully reduced average handle time by over a minute and shortened agent training and onboarding periods.  Swisscom AG, Switzerland’s foremost ICT leader, has successfully implemented Genesys Cloud as part of the initial phase of its customer experience transformation. With teams now live on voice, web messaging, email, agent assist, work automation and workforce management capabilities, the company continues to demonstrate its commitment to fostering empathy and innovation in customer and employee interactions.  Prvidr, a leading Australian Customer Lifecycle Management Platform, empowers businesses to launch, monetize and scale dynamic subscription experiences with a streamlined all-in-one subscription management platform. Prvidr uses Genesys Cloud CX and has reduced costs to serve by 40% while increasing its average Net Promoter Score from 25 to 55.  Industry Recognition   Genesys continues to receive significant industry recognition, including:    Genesys was recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service, positioned highest for its Ability to Execute. This makes Genesys a 10-time Magic Quadrant Leader.iv  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.v  Genesys has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment.vi The report noted, “Genesys’ customers appreciated the ability to manage and leverage a wide set of customer data in one place via the Genesys Cloud CX platform, as well as the ease of integration and ease of use of its omni-channel capabilities. The company is using its recent acquisition of Radarr to further unify and personalize customer journeys by combining Radarr’s social listening, analytics, and consumer engagement technologies with existing Genesys Cloud CX platform capabilities.”   For the second consecutive year, Genesys was recognized by Amazon Web Services (AWS) as Customer Experience Partner of the Year (Technology). The award recognizes leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on AWS.   Genesys Cloud CX earned a 2025 Buyer’s Choice Award from TrustRadius, a trusted buyer intelligence platform for business technology.   G2, a trusted and influential marketplace for software buyers, sellers and service providers, recognized Genesys in multiple areas, including as a Top 50 AI Products; a Top 50 Contact Center Service Provider; a leader for Contact Center across America, APAC, LATAM and EMEA; Best of for Relationship and Usability; and as Most Likely to Be Recommended by Users across segments.  Genesys was recognized as a Great Place to Work® across 14 countries in 2024, with approximately 90% of its employees surveyed believing the company to be a great place to work.    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  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 Source: 2023 Kantar Brand Tracking Oct 2023 n=351  iv Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024  v Gartner, Critical Capabilities for Contact Center as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024  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.  vi IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc #US52047824, December 2024   

12/09/2024 Genesys Awarded a 2024 AWS Partner Award Genesys recognized as Customer Experience Partner of the Year (Technology) winner, one of many AWS Partners around the globe that help their customers drive innovation  SAN FRANCISCO, Dec. 9, 2024 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it is a recipient of a 2024 Geographic and Global AWS Partner Award. This award recognizes leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on Amazon Web Services (AWS). AWS named Genesys Customer Experience Partner of the Year (Technology). This is the second consecutive year Genesys has received this award, which recognizes the top AWS Technology Partners with a horizontal business area focused on customer experience.   Announced during the Partner Awards Gala at AWS re:Invent 2024, the Geographic and Global AWS Partner Awards recognize a wide range of AWS Partners that have embraced specialization, innovation and cooperation over the past year. Geographic and Global AWS Partner Awards recognize partners whose business models continue to evolve and thrive on AWS as they support their customers.   Genesys credits this recognition to the Genesys Cloud™ platform, its cloud-native solution built on AWS with global availability in 20 AWS regions. Fueled by AI-Powered Experience Orchestration, Genesys Cloud enables more than 6,000 organizations around the world to rapidly innovate and coordinate technology, interactions and touchpoints to provide frictionless, highly personalized customer and employee experiences. Predictive, conversational and generative AI are embedded throughout Genesys Cloud, allowing businesses to automate and augment service, uncover deeper customer insights, anticipate their needs and identify trends to drive improved experiences and business outcomes.  “We believe receiving an AWS Partner Award highlights our impact in helping organizations use AI to transform how they connect with their customers through the power of experience orchestration,” said Olivier Jouve, chief product officer at Genesys. “Through our collaboration with AWS, we are accelerating cloud growth and innovation and reshaping the industry standard together to deliver the next generation of customer and employee experiences.”  “Effective hybrid working is a top priority for our clients. So, we wanted a cloud platform that delivered faster user support services, was highly secure and reliable and accelerated innovation,” said Aron Meyer, solution architect, digital workplace solutions at Unisys. “Genesys does that and more. The fact that it’s built on AWS, a brand our customers know and understand, helps as well.”   The Geographic and Global AWS Partner Awards included a self-nomination process across several award categories, awarded at both the geographic and global levels. All AWS Partners were invited to participate and submit a nomination. Award submissions were reviewed by a third party, Canalys, and selected with special emphasis placed on customer success use cases.  In addition, there were several data-driven award categories, which were evaluated by a unique set of metrics that helped measure AWS Partners’ performance over the past year. Canalys audited the datasets used to ensure that all measurements and calculations were objective and accurate. Finalists represented the top three ranked AWS Partners across each category.  The AWS Partner Network (APN) is a global program focused on helping partners innovate, accelerate their journey to the cloud, and take full advantage of the breadth and depth of AWS.   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 

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