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06/18/2024 Genesys and Lighthouse Works Partner to Improve Global Career Opportunities for the Blind and Visually Impaired  EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud Now available exclusively on the Genesys AppFoundry Marketplace, the application enables organizations to create contact center jobs for the blind and visually impaired SAN FRANCISCO, June 18, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, and Lighthouse Works, a business process outsourcing organization (BPO), are partnering to help increase global career opportunities for individuals who are blind or visually impaired (B/VI). Together, the companies are delivering an accessible experience orchestration solution any organization can deploy to empower B/VI individuals in the contact center workforce. According to the World Health Organization, at least 2.2 billion people globally have a near or distance vision impairment. In the United States alone, nearly 70% of people who are blind or visually impaired are not employed, as reported by the National Industries for the Blind. To increase job opportunities for this underrepresented community, EquiVista by Lighthouse Works is now available exclusively on the Genesys Cloud™ platform.  The launch of EquiVista advances the commitment of both Lighthouse Works and Genesys to support underserved populations through a people-centric approach to innovation. Building on the experience of Lighthouse Works on Genesys Cloud, this new application equips organizations worldwide with a simplified user interface that can be tailored for individuals and aligned with their visual abilities. EquiVista incorporates Jobs Access with Speech (JAWS) screen reading software to create more efficient workflows through automation, enabling B/VI individuals to use Genesys Cloud to seamlessly engage with customers. The solution provides organizations with: The ability to automate repetitive behaviors. Streamlined workflows for improved efficiency. Hotkey support for simplified control. The ability to comply with federal and international regulations including Web Content Accessibility Guideline (WCAG) 2.2 level AA conformance standards. Granular user interface customization allowing each agent’s desktop to be adapted to their abilities. EquiVista comes at a time when technology and accessibility are at the forefront of global business strategies. According to Forrester, 62% of respondents in North America, 55% in Europe and 63% in Asia report a top-down commitment to accessibility at their organizations with the work actually happening to deliver on those commitments. Several global initiatives on the horizon are focused on removing barriers for disabled individuals, making the availability of EquiVista in the customer experience market even more timely. The 2030 Agenda for Sustainable Development adopted by the United Nations General Assembly includes 17 sustainable development goals designed to transform the world and ensure the inclusion of persons with disabilities by 2030, with an emphasis on employment and education. And in June 2025, the European Accessibility Act takes full effect; it was introduced by the European Union to help businesses improve the market for accessible products and services, while driving increased job opportunities for persons who are differently abled. Commenting on the news: “We introduced EquiVista in partnership with Genesys to help level the playing field for the visually impaired workforce,” said Kyle Johnson, CEO and president of Lighthouse Works. “With this technology, organizations have a massive opportunity to increase their impact and contribute to a more equitable world by providing more inclusive workplace environments and career advancement opportunities for this underrepresented population.” “We’re on the cusp of AI development that will remove technology and business barriers” said Chris Lewis, telecoms industry and accessibility analyst and founding director of Lewis Insight. “The partnership between Genesys and Lighthouse Works is a great example of opening up employment and customer experience opportunities for many formerly excluded individuals.” “Technology has a powerful role to play in aiding disabled people,” said Olivier Jouve, chief product officer at Genesys. “The Genesys Cloud platform was designed to be flexible and empower organizations to adapt it to the needs of their business, making what’s possible in the employee and customer experience limitless. In helping to create life-changing opportunities for the blind and visually impaired, this partnership between Lighthouse Works and Genesys is a testament to what can be achieved when empathy is at the heart of the experience.” Committed to using its products for the betterment of others, Genesys has a 2030 goal to touch the lives of more than 100 million people in need each year by helping nonprofits use its products for good. All proceeds from purchases of EquiVista will go directly to Lighthouse Works in support of blind and visually impaired career opportunities. For more information about the application, visit the EquiVista by Lighthouse Works Genesys AppFoundry® Marketplace listing. About Lighthouse Works Lighthouse Works is a business solutions outsourcer employing hundreds of team members across the United States, with more than half having varying degrees of visual impairment. With an agent churn rate more than five times lower than the industry average, the company was responsible for six out of 10 new jobs created among National Industries for the Blind (NIB) and NIB-associated agencies in 2023. This success is built on an integration between the Genesys Cloud platform and JAWS screen reading software that creates more efficient workflows through automation, along with the development of EquiVista. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, 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

06/18/2024 New Genesys Report Highlights Millennials’ Influence on Global Customer and Employee Trends SAN FRANCISCO, June 18, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, announced the release of a new research report, “Generational dynamics and the experience economy.” The report delves into the intricate dynamics of four distinct generations — Generation Z, millennials, Generation X and boomers — to help businesses understand the evolving preferences and needs of today’s consumers and workforce. From varying attitudes toward AI adoption in the workplace, to differing expectations for customer service personalization, to preferences for communication channels and brand values, the report’s findings emphasize the complexity for organizations to orchestrate experiences that meet diverse sets of needs effectively. While the Genesys research revealed distinctions among generations spanning North America, South America, Europe, the Middle East and Asia-Pacific, it also revealed a striking number of similarities. Despite cultural differences, customers and employees share many of the same expectations for brands. For example, quality and price are the most important factors in consumers’ buying decisions across all regions and among every generation. As employees, Gen Z and millennials worldwide value a supportive work environment and culture, flexibility and work-life balance over good compensation, recognition, and benefits. Each generation brings its own unique perspectives, preferences and expectations to their brand interactions. To drive loyalty today, organizations need to deeply understand their customers and employees to ensure their experiences resonate. Key Findings Millennials Set the Bar for Customer Satisfaction: Both as employees and as customers, millennials have the highest standards for customer service of any generation, globally. Their expectations surpass those of other generations, for example, when ranking importance of personalized interactions (65% versus 49% of boomers), a seamless transition between different communication channels (71% versus 54% of boomers), convenient self-service options (63% versus 31% of boomers) or proactive status updates (71% versus 62% of boomers). Younger Generations Influenced by Technology: On a global scale, 55% of millennial consumers reported that a brand’s use of emerging technologies in customer service was a critical consideration, with less than half of boomers reporting the same (22%). This desire manifests in their perspectives as employees as well. Sixty-seven percent of Gen Z and millennials expect their employers to provide the latest technologies, with Gen X and boomers close behind at 60%. Peer Opinions Move the Needle: Younger cohorts, notably Gen Z and millennials, place a high value on the opinions of others, with 68% of Gen Z and 76% of millennials saying that they rely on customer reviews and ratings in their purchase decision-making. Gen Z followed closely behind at 62%, while only 39% of boomers said the same. Personalization Should Be a Priority: Across all generations, personalization across channels emerges as a critical expectation, with younger cohorts being notably more willing to share data for personalized service. More than two in five (43%) of Gen Z and millennials reported their willingness to provide additional information in exchange for a personalized experience. Expectations for AI: Though regional and generational variances exist, most employees do not have a fear that AI will replace their jobs. Only 10% of GenZ/millennials and 7% of GenX/boomers worry about this in the long run. While nearly a quarter (23%) of GenZ/millennials and 19% of GenX/boomers already see AI's potential to improve their job efficiency, organizations should see this as an opportunity to educate and train their employees on the benefits of AI. Employees United on Flexibility: While many businesses struggle to strike the right return-to-work balance, employees of all ages agree on the need for flexibility. Seventy-one percent of Gen Z/millennials said they would prefer to work for a company that offered options for hybrid or remote work. Gen X/ boomers were closely aligned at 70%. Not only is flexibility a preference, it’s also an expectation. Of the Gen X and boomers surveyed, 71% stated that flexibility and work-life balance is a top expectation of their employer. Sixty-six percent of Gen Z and millennials agreed. In a time where remarkable experiences are the expected — whether a large global enterprise or small, local business — the report underscores the transformative power of delivering on the unique expectations of each generation to foster long-term loyalty and business growth. To learn more about what’s driving today’s consumers and employees, read the full global report, “Generational dynamics and the experience economy” here. Methodology Genesys commissioned Savanta, Inc., to conduct a global survey of nearly 13,000 adults across five global regions and 21 countries, which was fielded during February and March 2024. The survey explored their expectations, perceptions and experiences as both consumers and employees. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Media Contacts Carlee Wendell, Genesys Carlee.wendell@genesys.com Method Communications Genesys@methodcommunications.com

06/11/2024 Genesys Announces Strong First Quarter Fiscal Year 2025 Business Momentum  Genesys Cloud continued substantial growth, surpassing $1.5 billion ARR for the quarter San Francisco — June 11, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, today reported the results for the first quarter of its fiscal year 2025 (Feb. 1 – April 30, 2024). On the heels of a company record-setting fiscal year 2024, the Genesys Cloud™ platform continued its strong momentum, exceeding $1.5 billion annual recurring revenuei for the first quarter, growing more than 40% year-over-year. Notably, Genesys Cloud new bookings from standalone AI products were up over 2X year-over-year in the first quarter, including its largest ever seven-figure AI annual contract value (ACV) win as part of a large customer experience (CX) transformation with a community service and wellbeing organization. As of the end of the first quarter, more than 40% of nearly 6,000 Genesys Cloud customers, including Coca-Cola Bottlers’ Sales and Services (CCBSS), PureGym, Beyond Bank and many more, are using the platform’s AI capabilities to deliver loyalty-building, highly personalized experiences for their customers and employees. Customer demand for the Genesys Cloud platform’s best-in-class AI — spanning conversational, predictive and generative capabilities — has been driven by the company’s consistent delivery of innovations to help businesses address real problems and drive results. This pace of innovation has been fueled in part by a more than $300 million investment in Genesys Cloud research and development during the 12-month period that ended April 30, 2024. “This strong first quarter continued our impressive track record of growth as we make bold moves to help our customers achieve increased loyalty and revenue,” said Tony Bates, chairman and CEO of Genesys. “Through Genesys Cloud and our industry-leading AI, we’re paving the way for a future where universal orchestration can transcend customer-facing activities across the front and back offices, enabling organizations to reimagine the contact center, customer and employee experiences, and their business overall. With our unmatched experience orchestration capabilities and clear vision forward, our customers have confidence that Genesys will prepare them for a new era of AI.” First Quarter Fiscal Year 2025 Business Highlights The average number of unique agents for each of the top 50 Genesys Cloud customers increased to nearly 10,500, a more than 20% increase year-over-year. Genesys had strong profitability during the quarter, continuing to deliver high 20s Adjusted EBITDAii Genesys sustainability practices helped influence more than $55 million in new and sustained business during the first quarter. An average of more than 54.5 million conversationsiii were orchestrated daily on the Genesys Cloud platform, reaching nearly 5 billion total conversations during the quarter, a 60% year-over-year increase. The number of words transcribed by Genesys Cloud Speech and Text Analytics surpassed 1 trillion during the 12-month period that ended April 30, 2024. Genesys continued to deliver on its reputation for reliability with an uptime of 99.999%, equivalent to less than 90 seconds of downtime for the entire Genesys Cloud platform during the quarter. Following the completion of the acquisition of Radarr Technologies, Genesys has made Radarr public social media capabilities available on the Genesys AppFoundry® Marketplace, giving organizations deeper customer insights and new channels in which to engage. Genesys was recognized as a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessmentiv for the expansive conversational and generative AI capabilities of Genesys Cloud AI. Genesys continues to foster a strong sense of inclusion across its global workforce, achieving a score in the high 80s for employees’ feelings of belonging within the organization. Innovating for the Future Focused on helping companies transform how they do business now and in the future, Genesys continues to deliver innovation that enables customers to drive more value from Genesys Cloud. Continuing the success of a strong first quarter, the company announced significant new capabilities, collaborations and milestones in May 2024, including: The launch of Genesys Copilots, Virtual Agents, a Modern Agent Desktop and Empathy Detection for Genesys Cloud to empower organizations to unleash the next era of customer experiences, grounded in a strong AI-human partnership. The availability of native journey management capabilities to the platform, an integral element for companies to deliver AI-powered experience orchestration. Most recently, Genesys and ServiceNow announced a strategic partnership and unveiled Unified Experience, a turnkey, AI-powered solution, making it easier for organizations to further transform customer and employee experiences through native integration between the Genesys Cloud platform and ServiceNow Customer Service Management. Committed to contributing to a better future for the planet by helping organizations innovate with a sustainable AI-powered platform, Genesys announced that the operations of Genesys Cloud are now carbon neutralv— a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) and investment in carbon credits with Rubicon Carbon to cover residual emissions. Delivering the Future of Experiences Around the World Genesys Cloud is recognized around the world for its innovative AI, automation and digital technologies, as highlighted by its extensive recognition by G2 as a Leader for Enterprise Contact Center across North America, Latin America, Europe and Asia based on authentic, timely reviews from real users. Available in 20 AWS Regions, the Genesys Cloud platform is well positioned to enable organizations of all sizes around the world to scale their customer experiences. Globally, Genesys continued to gain momentum across various industries during the quarter, including over 65% year-over-year revenue growth from the healthcare sector, over 50% year-over-year revenue growth from the retail sector and nearly 50% year-over-year revenue growth from the financial services sector. Highlighted new and expanded customers include: North America Instacart, the leading grocery technology company in North America, was looking for a solution to deliver faster and more personalized customer experiences at scale. With Genesys Cloud AI-powered solutions and CX Cloud from Genesys and Salesforce, Instacart can now transform its agent experience with data and AI capabilities, including Genesys Cloud Predictive Engagement, Genesys Cloud Agent CoPilot and Automated Knowledge Surfacing. The Trevor Project, the leading 24/7 suicide prevention organization for LGBTQ+ young people who are experiencing a mental health crisis, needed a solution to scale for the needs of more than 500,000 yearly digital and voice interactions, as well as better efficiencies for its more than 3,000 counselors. Within the first two weeks of deploying AI-powered Genesys Cloud Workforce Engagement Management, The Trevor Project saved each supervisor around two hours of work a day by eliminating administrative manual tasks. Latin America Santander Brazil, the third largest private bank in the Brazilian financial system, needed a solution to help improve experiences for its approximately 66 million customers and more than 10,000 agents. By contracting Genesys Cloud, Santander Brazil will move from an on-premises contact center — without omnichannel — to a cloud-based platform that will provide a significant improvement for both the customer and agent experience. Europe, the Middle East and Africa Almosafer, the leading travel and tourism group from Saudi Arabia, evolved from its legacy solutions onto the all-in-one Genesys Cloud platform. The company saw positive results in a reduction of lead time, an increase in cross-sales, operational efficiency and an increase in agent productivity. With its vision to bridge the gap between traditional automotive retail and the digital demands of today, LKQ Euro Car Parts — a leading UK distributor and car maintenance provider with over 280 branches — evolved its telephony system operations to Genesys Cloud. LKQ Euro Car Parts is now using Genesys Cloud across multiple channels, such as voice and WhatsApp, to deliver a more seamless customer experience. Asia Pacific Carnival Japan, the world’s most iconic cruise brand, operates as the Japan office for Princess Cruises. It has implemented Genesys Cloud in its contact centers to significantly enhance the customer experience by providing robust support for cruise booking and inquiries related to cruise applications. Western Sydney University (WSU), one of Australia’s leading higher learning institutions, ranked in the top 250 universities globally and the Genesys CX Achiever 2024 winner, tapped Genesys Cloud AI-powered experience orchestration capabilities to improve the number of touchpoints with its students through messaging, SMS and WhatsApp channels. It improved its voice abandonment rates by 90% and achieved a 65% improvement in average speed of answer, leading to more positive and seamless student experiences. Kiwibank, the largest New Zealand-owned bank, and the winner of Genesys CX Innovator Award 2024, deployed a Genesys voicebot to achieve a 28% decrease in abandonment rates, while improving business efficiency by automatically routing queries requiring escalation to the right agent for resolution. By implementing Genesys Cloud AI capabilities, Kiwibank improved its digital and voice-based self-service. It implemented the Genesys voicebot within four months and witnessed a 19% reduction in average handle time and a 27% decrease in transfer rates. Beyond Bank, one of the largest customer-owned banks in Australia serving over 300,000 customers, adopted the Genesys Cloud AI-powered experience orchestration platform to revolutionize its employee and customer experiences, resulting in bank agents being trained 50% faster and improvements in customer satisfaction scores. After activating Genesys Cloud AI functionality, handle times decreased by 13% using Genesys Cloud Predictive Routing and a conversational AI chatbot is now able to handle 60% of incoming chats. Learn more about how Genesys innovations are transforming the way organizations engage with customers and employees 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, 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 Annual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four ii Adjusted EBITDA represents Earnings before Interest, Taxes, Depreciation & Amortization, plus other adjustments such as one-time expenses, restructuring charges and stock-based compensation expense iii A conversation is the end-to-end discussion between two or more participants across at least one media type, such as, call, chat, or email. iv IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024 v Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge (i.e., telephony hardware) devices. Genesys plans to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for the operations of Genesys Cloud.

06/10/2024 The Trevor Project Scales LGBTQ+ Youth Services with Genesys The Trevor Project undergoes digital transformation to expand counselor capabilities and further its mission to end suicide among LGBTQ+ young people SAN FRANCISCO-- June 10, 2024 --Genesys®, a global cloud leader in AI-powered experience orchestration, and The Trevor Project, the leading 24/7 suicide prevention organization for LGBTQ+ young people who are experiencing a mental health crisis, today announced the organization has gained scale and efficiency to better meet the needs of its more than 500,000 yearly digital and voice interactions through the Genesys Cloud™ platform. By utilizing Genesys Cloud, The Trevor Project is able to innovate faster and transform both counselor and LGBTQ+ young persons’ experiences to provide more support to every young person in need. According to The Trevor Project 2024 U.S. Survey on the Mental Health of LGBTQ+ Young People, 50% of LGBTQ+ young people were unable to receive mental health support when they needed it most. With a LGBTQ+ young person attempting suicide every three seconds in the United States, The Trevor Project is focused on expanding its support to reach even more callers and provide potentially life-saving mental health resources. “Research has shown time and again that having one accepting adult in a young person’s life can decrease the risk of a LGBTQ+ suicide attempt by 40%,” said Peggy Rajski, founder and interim CEO at The Trevor Project. “The day most young people call into our hotline is often the worst day of their life — quickly connecting them to the right counselors who can offer critical support is essential to getting callers life-saving aid. With Genesys Cloud, we’re able to make those connections even faster while scaling to meet the growing demand for quality mental healthcare and providing those at risk with guidance at a pivotal moment in their lives. Now on Genesys Cloud, The Trevor Project can use AI-powered experience orchestration capabilities to expedite connections to those experiencing mental health crisis, pair those in need with empathy-focused counselors who are best suited to help them, ensure ongoing improvement of support given by their full-time and volunteer counselors, and more: Prioritize the most urgent crisis: The Trevor Project is using Genesys to better identify and triage calls faster and more accurately to ensure that high-risk callers are prioritized and paired with the most skilled counselors. This means that the LGBTQ+ young persons in urgent need of support are given access to the mental health care they need — faster. Connecting to the right counselor: For The Trevor Project, having the right number of counselors with the right skill set is critical. By using Genesys Cloud Workforce Engagement Management (WEM), The Trevor Project is implementing quality management capabilities that enable it to monitor and train volunteers to ensure consistency and empathy for young people, while connecting them to the counselor best suited to their unique situation. Providing better support to counselors: The Trevor Project is also using automated forecast scheduling within Genesys Cloud WEM to more efficiently schedule shifts, as well as have better visibility into both counselor and volunteer performance. By having visibility into how a call went, counselors and volunteers can get real-time coaching to make future calls even better or get the support they need after a difficult call. In addition, within the first two weeks of deploying Genesys Cloud WEM, The Trevor Project saved each counselor around two hours of work a day by eliminating administrative manual tasks, which allows the counselors more time to provide life-saving support. In the future, The Trevor Project plans to incorporate Genesys Cloud AI solutions like Copilot to provide suggested resources and responses to make each call more effective. “The conversation around contact centers is typically focused on revenue gains or how quickly an agent can resolve a caller’s concerns, but technology can do so much more than help with a return or lost package — it can help save lives,” said Tony Bates, chairman and CEO of Genesys. “Genesys is focused on helping organizations like The Trevor Project extend their reach through innovation that enables them to reach their mission. As a pioneer in saving at-risk young people, The Trevor Project has made an impact on the LGBTQ+ community that is astounding and a testament to their dedication.” To learn more about The Trevor Project or donate, click 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, 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